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Illustrations credited to getillustrations.com
Hey, Let’s make great work together!
Send me an email
© All Rights Reserved
Illustrations credited to getillustrations.com
Hey, Let’s make great work together!
Send me an email
© All Rights Reserved
Illustrations credited to getillustrations.com
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Learnings
Learnings
Short Timeline - Having a short timeline for a project is really tough in any type of setting. This does not only limits research, but can also introduce complications and struggles due to pressure. Being a solo designer in a tight timeline is indeed a challenge, but a challenge I fought through. With the experience I have designing multiple enterprise projects, quick design iteration, constant collaboration and feedback, we were still able to deliver in time.
Short Timeline - Having a short timeline for a project is really tough in any type of setting. This does not only limits research, but can also introduce complications and struggles due to pressure. Being a solo designer in a tight timeline is indeed a challenge, but a challenge I fought through. With the experience I have designing multiple enterprise projects, quick design iteration, constant collaboration and feedback, we were still able to deliver in time.
Expect client feedback delays - This should not come as a surprise, but in a tight timeline this really put the team on the edge. When design feedback are delayed, I have to lean on desk research and assumptions. Though these are components of Rapid Prototyping, as much as possible I still try to limit the assumptions I put in my designs, not only it is a not a good practice, but it will help me lessen the reworks.
Expect client feedback delays - This should not come as a surprise, but in a tight timeline this really put the team on the edge. When design feedback are delayed, I have to lean on desk research and assumptions. Though these are components of Rapid Prototyping, as much as possible I still try to limit the assumptions I put in my designs, not only it is a not a good practice, but it will help me lessen the reworks.
Some screenshots are omitted or blurred due to confidentiality.
Some screenshots are omitted or blurred due to confidentiality.
Sample Mockups
Sample Mockups
The Outcome
The Outcome
The MVP was launched with our client, both Agents and Leads, happy and satisfied with the pilot result. We collaborated with them all through out the process and ensured that their business requirements are met and exceeded. As of this writing, the project is in support mode, and a Phase 3 discussion is underway.
The MVP was launched with our client, both Agents and Leads, happy and satisfied with the pilot result. We collaborated with them all through out the process and ensured that their business requirements are met and exceeded. As of this writing, the project is in support mode, and a Phase 3 discussion is underway.
Process
Process
Since there is already an existing system, it is important that our team understand the tool the client is using, their day-to-day process, the capabilities they like and dislike in the tool. We did this through several online discussion sessions and through analyzing the information they can provide to us.
Since there is already an existing system, it is important that our team understand the tool the client is using, their day-to-day process, the capabilities they like and dislike in the tool. We did this through several online discussion sessions and through analyzing the information they can provide to us.
On the design side, I worked on creating wireframes based on the information and signed-off requirements we got, and circle back to them to get quick feedback. I also did desk research about BPO related KPIs and metrics to help me spark ideas during sessions. This helped me and the client identify what KPIs matter to them.
On the design side, I worked on creating wireframes based on the information and signed-off requirements we got, and circle back to them to get quick feedback. I also did desk research about BPO related KPIs and metrics to help me spark ideas during sessions. This helped me and the client identify what KPIs matter to them.
I also collaborated with the developers to ensure that my designs were compatible with the platform they were using. This way, I avoided any technical issues or delays that could affect the project’s quality and usability.
I also collaborated with the developers to ensure that my designs were compatible with the platform they were using. This way, I avoided any technical issues or delays that could affect the project’s quality and usability.
My Role
My Role
Similar to other projects I handled, my role and tasks as the only UX Designer of this project were diverse and challenging. I conducted interview and design sessions with clients to determine the requirements they need. On the design side, I created low-fidelity wireframes and get client sign-off, which I eventually use to create high-fidelity mockups and prototypes.
Similar to other projects I handled, my role and tasks as the only UX Designer of this project were diverse and challenging. I conducted interview and design sessions with clients to determine the requirements they need. On the design side, I created low-fidelity wireframes and get client sign-off, which I eventually use to create high-fidelity mockups and prototypes.
The Challenge
The Challenge
How might we streamline and enhance the current process of the client to better help them manage, track, and gather insights of all the email support service they are providing?
How might we streamline and enhance the current process of the client to better help them manage, track, and gather insights of all the email support service they are providing?
Ticket Management System (Confidential)
Ticket Management System (Confidential)
Ticket Management System (Confidential)
A Power App tool for the web that helps CSRs to monitor different ticket statuses assigned to them, and allow Leads to monitor tickets, manage app users, and see information useful for status reports.
A Power App tool for the web that helps CSRs to monitor different ticket statuses assigned to them, and allow Leads to monitor tickets, manage app users, and see information useful for status reports.
A Power App tool for the web that helps CSRs to monitor different ticket statuses assigned to them, and allow Leads to monitor tickets, manage app users, and see information useful for status reports.
Project Duration
4 Months
Role
UX Designer
Tools
Figma, Pen and paper
Platform
MS Power App (Desktop), PowerBI
Key Contributions
Requirements Gathering, Wireframes, Prototypes, High Fidelity Prototypes, Design Presentations, Design Fidelity Checks
Projects