Helping IT technicians to provide fast, high quality customer service to keep mobile operations running smoothly

Industry
Internet of Things (IoT)

Type of project
XSight live support widget

Tools
Figma

My role
Solo designer, end to end product design

Overview

My task was to Improve existing live support widget for SOTI XSight. This widget provides next-level support via live text, voice and video chat. This helps enhancing the support experience with end users and keep customers business running smoothly.

The Problem

IT technician needs to go to a different tabs to start a communication with the customer. The current flow is very complex and confusing thus wait time to resolve device issues increase significantly.

3 Days,

10 Hours

Average support ticket resolution time

Source

My task was to improve overall experience of existing live support widget. After a quick audit, i immediately noticed a major pain point where user needs to go to 3 different locations (live support, chat & contacts) to initiate an interaction with the customer.

 ~ Existing live support widget ~

Needs Statement

Mike, a multitasking, technician needs to manage all inbound and outbound support requests from various channels within one centralized location in order to resolve device’s problem accurately and efficiently.

Ideation & wireframing

I started working on adapting the information architecture through low-fidelity sketches and then interactive prototypes. I worked closely with the the product and engineering teams to gather feedback.

‘Elevate’ design system

We as a team at SOTI, came up with the new design system called ‘Elevate’. As a lead designer on a project, i came up with the new colour palettes for light and dark mode. I also designed more then 500 icons solely using Figma and added back to the design system. I was also responsible to design a logo for elevate and new illustrations for the products. Here are few key screens from elevate design system.

~ color palette ~

~ Iconography ~

~ Branding ~

Interactive Prototype

Designed mid-fidelity interactive prototype in Figma and presented to stakeholders.

Mood board & Competitive Design Research

Once Mid-fidelity prototype is finalized, i went ahead and created a mood board by performing a rapid competitive design research.

Hi-fidelity mockup

Interactive hi-fidelity prototype leveraging ‘elevate’ design system.

Outcomes

Received 4.5 star rating in post survey launch!

60

Minutes average ticket resolution time achieved v/s previously 3 hrs., within 1 month of launch!

95%

Employees reported their resolution time has been drastically reduced.

25k

Average saving per year for the company.