Project background.

A number of legacy systems were used by the ICAS Customer Service team to track test orders made by parents and schools. Many order fulfilment errors were happening, and giving customers support was difficult without a central view of orders.

Research goals.

• get an understanding of the information users need when assisting customers with their orders

• understand current pain points and frustrations

• identify typical scenarios

How did I achieve the goals?

I held multiple interviews with users over Teams where I asked them a series of questions to help identify what I had outlined in the research goals.

Results were then:

• documented in Figjam

• findings were itemised into seperate post-its

• these were clustered to identify themes

• insights were drawn based on findings

• recommendations were made based on the insights

Wireframes & user flows.

User flows and wireframes were done based on the recommendations.

Method & tools

The brainstorms and flows were done in Miro, based on the recommendations drawn from the interview process.

Wireframes were then sketched and done in Figma. I held meetings with stakeholders and developers along the way to get their input and keep iterating.

Usability testing.

Numerous rounds of usability testing were done, first with a low fidelity prototype, gradually building in more detail as I gathered feedback.

Method

The tests were done over Teams. I recorded the sessions and got users to share their screen and share their thoughts as they tried out the prototypes. I followed the same process of findings > insights > recommendations after each round of testing.

UI Design.

Once the users were happy with the prototype, I looked at the UI Design in more detail and focused on designing an interface that would make user’s tasks easy, efficient and enjoyable. The design was minimalist, with a focus on keeping users informed and giving immediate feedback where relevant. Avoiding user recall was looked at with the use of a side shelf, allowing customer service to quickly shift between the order list view, and the shelf containing information about a specific order. This was greatly appreciated as Customer Service are often looking for information while on a call to customers, sometimes needing to find what they need quickly as an exam is about to begin.