Case Management
SAAS APPLICATION
Overview of Product
Case Management simplifies the tracking of customer experience cases, allowing businesses to rescue customers at risk of churn, understand larger trends, and quickly identify a root cause through the eyes of their employees. The solution helps managers take quick action on issues that arise and keep customers for a lifetime.
Problem
Users of the XI Platform were able to monitor their customer feedback, but needed a way to resolve issues that are highlighted in the feedback. I was tasked with creating an application that allowed primarily store managers to monitor issues that their customers were having and enable them to quickly take action and respond.
Understanding
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Who is the audience?
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Location level or regional managers responsible for the experience of their customers​
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Research
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I interviewed many CSMs (Customer Service Managers) at InMoment who had clients that were interested in this product to get an idea of what features are most important to our customers.
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In addition, I was also able to interview a few customers for the same purpose and ensure I had a deep understanding of the problems our customers were facing that this product would alleviate.​
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Brainstorming sessions with the Project Managers, Product Owners and Dev Leads to collaborate on ideas, understand efficiency of the implementations of ideas, and establish an MVP as this product became high priority and was intended to be shipped in a few months.
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Lots and lots of white boarding.
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After having many conversations with CSMs, customers, and the product team, we established a list of features and pain points/questions that needed to be addressed in V1 of Case Management.
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Since my impeccable handwriting and my dying pen make my notes very legible... I also included a typed summary of that MVP list: ​​​
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Case Inbox:
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Monitor cases and their statuses
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Filter by status
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Search and find specific cases
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ID
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Keyword
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Meta data for each case
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Due Date
Working a Case:
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Assign a case owner
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Due date
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What was the problem?
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Who has taken actions on this case?
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Respond to customer
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Receive notifications regarding case
Reporting:
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How many cases have been closed?
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What are the main issues being surfaced in the cases?
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How long is it taking managers to act on a case?
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Close it?​
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Designing and Iteration... and more iteration...
After lots of back and forth between myself, the product team and the customer team, I was able to create a fully clickable prototype with the following screens and features:
Case Inbox
To monitor new cases coming in and managing existing cases, I went for an email-inbox design.
Users can quickly see how many cases and their respective statuses.
Case Detail
After clicking on a case, users can understand the issue the customer had, and take an assortment of actions to resolve the customers concerns.
Case Actions
Users can add notes, subscribe to notifications, and respond via a chat like interface.
Reporting
These dashboards are created for regional managers to keep tabs on the efficiency of their Case Management program and ensure their business is providing the optimal customer experience.
On a related note...
In addition to creating the desktop application, I was also responsible for designing the experience on each of the browser breakpoints as well as creating a version for our native application.
