Support executives are always trained to answer queries user often have repeatedly. Which becomes a tiering when a person reaches to a customer place and just fix a very minor thing in the machine and that’s done.
Blitzz solves that’s exact problem and helping both parties to collaborate effectively over a video call and take better calls without being in-person connceted to save more time for executive to help other customers who might be waiting for long otherwise.
Research
Started with CTO discussion about the feasibility of the feature we want to integrate in the existing product.
There couple of workflows which has a specific requirement and needed to establish information depending on the product API offers. We freeze the area and moved ahead with the rest.
During the research and competitive analysis we observed that support is a process which is solving just one side problem and not potentially on the service offering party. Where the outcome is not celebrated. Still that plays major role in the solving customer queries seamlessly remotely.
On top instant problem addressing facility was kind of new in the industry that time and companies like Dell and Whirlpool were also bullish on the same. Blitzz already has them as a client but want to provide quality breakthough with this new feature.
Challenges
We broken down the domain, understood competition and did enough research for the different product the ares. The support executives are people who understand how to operation computers and how to deal with basic systems.
But not at the very extended level which remote support product can offers. Hence we stuck at how to go about the layout, infromation architecture etc. Again we brought the workflows and start critiquing inputs and outputs needed in order to run the product and then the focus area for solution discovery came out. Those are as follows,
- Feature should just curated for support team
- Workflows shouldn’t take much time of a executive in order to save time
- Reporting should be by product
- One ticket at a time
Solution Discovery
In the feature iterations we were working on two important aspects, one is workflows and second is video conferencing.
Workflows is something which allows support team to schedule and make sure the ticket is raised for a customer and everything related to the discussion or guidance get stored in the same even if the connection get lost in between.
Video conferencing was kind of similar to the other video calls offered by popular tools. But here the catch was to enable executives to interact over a video to customer and guide them to do certain action.
Which took the most iterations and after couple of reviews and feedbacks we finally concluded the below iteration for the hi fidelity
Final Solution
From the starting we were sure to not invent the wheel for the sake of it. Hence we try to leverage the existing layout of the product and yet bring the information interaction within it.
Workflows was a bit complex then the video conferencing but we incorporated hi fidelity with the existing design system and layout to save front end efforts.
Below is the final UI which later got released in the existing product.
Conclusion
- When time is less do save time in hi fidelity but keep the iterations on the same frequency
- All users expectations are different and hence the standard benchmarking fails
- Leverage insights of experienced POC in team to achieve faster result
- Sometimes inclusive solution is better
