Contact Centre
How we optimised query responses for customer service agents
Overview
To be consistent and efficient at THG, the customer team use templates to address inquiries. Unfortunately customer agents were not adhering to the intended usage which caused problems to the business such as less consistent responses. Our task was to find the problem and improve utilisation of the templates.
Client
THG
Services
UX Design
Categories
Customer service
We delivered
Data automation within templates.
Better error prevention when using templates.
Search optimised template suggestions.
Streamlined navigation between query and customer details.
Step 1
Observations
Through user interviews and analysis of customer agent's interactions, we gained a contextual understanding of pain points and workflow inefficiencies. These insights informed our design decisions, ensuring an approach that directly addressed the problem.
Insights
Step 2
Ideation
We mapped the existing task flow to align stakeholders on the problems we discovered. Through peer review workshops and competitor analysis, we explored potential solutions, ensuring industry best practices informed our approach. Collaborating with developers, we used scoping matrices to evaluate effort versus impact, prioritising high-value opportunities, which led to the creation of our first low-fidelity wireframes and an improved task flow, setting the focus for a more efficient and intuitive experience.
Step 3
Testing
We put an emphasis on user participation at this stage. We analysed our solutions through a moderated think-aloud session where customer agents would provide qualitative feedback. We found that the the improved placeholders and automation had a high satisfaction rating. A full list of analysis tasks below.
Step 4
Delivery
We refined our interface designs at both standard and small breakpoints which we knew based on meta data we collected from users. We actively collaborated with developers and integrated behavioural information through annotations. Along with placeholders, we enhanced the query page, navigation, and response flow. For placeholders, we proposed a roadmap to automate different data according to user needs and new backlog features to explore, including text shortcuts and drag-and-drop.
