Consolidated support, help centre
Case study
01 of 06
+ Key tags
- GDS Prototype Kit
- Sketches
- Interaction design
- Wireflows
+ Resources
+ Overview
The apprenticeship service integrated new Customer Service Software, digitising existing processes for the first time. The Service needed a seamless integration for call centre support staff and front-facing, online self support documentation. The chosen software was ZenDesk, and it was our task to make sure we met the needs of the offline, advisors and online support, via the help centre website.
+ Process
Kicked off with a Discovery period, by speaking to three personas (Advisors, Training providers and Employers). First steps were purely user research to gather particular pain points and work out a plan for a Minimum Viable Service.
Once we understood what top level requirements were, we were able to start sketching out some potential solutions, being in a Discovery period these acted as discussion points rather than interactive prototypes to see if it were the type of content that would help them with their day to day tasks. I sketched 3 different potential solutions, ranging from fully integrated ZenDesk apps, to Agent Views on existing technologies and platforms.
+ The end
We delivered various tools that successfully supported all 3 personas. The main deliverables were:
- Integrated knowledge base from ZenDesk to customer facing self-help
- Customer account portal for support staff
- Basic ticket tracking