ECHO Refunds
|
Platform: Enterprise Web
The ECHO Refunds tool was a customer support application, which enabled CSR agents to provide refunds to customers, review past reports and determine fraudulent customer activities. |
|
My Role
My role was a UX/UI designer for this project with the task of managing stakeholder reviews, conducting discovery sessions, wire framing the structure and creating the final designs.
The Challenge
The challenge was to design a tool used by customer support rep agents to provide and manage refunds to customers. The existing tool was created as a way for CSR agents to provide refunds to customers, however using the tool required a lot of training and the design wasn't based on the mental model of users. It wasn't based on a user-centered design process.
The goal was to create an engaging experience for CSR agents who would quickly adopt the tool for all of their tasks
The goal was to create an engaging experience for CSR agents who would quickly adopt the tool for all of their tasks
Research - Discovery Sessions with Stakeholders and Product Team
I conducted three discovery sessions with stakeholders to understand the problem we're trying to solve and gather insights about the product.
During the discovery sessions, I identified insights regarding the customer refund process. Namely that there were discrepancies in the total refund amounts based on whether it was before or after refunds were submitted in the system. In order to address this challenge, I collaborated with developers on how refunds are submitted in the backend and provide necessary messaging to allow CSR agents to provide accurate information to customers.
During the discovery sessions, I identified insights regarding the customer refund process. Namely that there were discrepancies in the total refund amounts based on whether it was before or after refunds were submitted in the system. In order to address this challenge, I collaborated with developers on how refunds are submitted in the backend and provide necessary messaging to allow CSR agents to provide accurate information to customers.
