The project's goal is to create a Complaints Management web tool where the users can create and manage colossal complaint databases from the legacy system.
Complaints
management system
Duration
4 Months
My Role
I was the sole UX and UI designer on team comprised of 8 developers, 2 BAs, a product owner, a scrum master, and a QAs.
I was responsible for determining the overall design direction of the project while collaborating with BA, Product owner, Stake holder, development team and QA
The Problem
When users create\register new complaints in the legacy system, make errors often because of the manual task.
This increase user frustration and increase turn around time, Thus reduces overall productivity
Research
Contextual Inquiry
Based on the contextual inquiry, I created persona and user journey map
Quantitative Analysis
Analysis was done with BA, collected data and I found that
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Turnaround time - 4 h/complaint
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Manual task- 50%
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Review - 30%
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Communication - 20%
Persona and User Journey map
Insights
Manual task
"This manual process makes the users commit errors and increases the Turnaround time of a complaint."
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Users feel frustrated entering extensive data manually
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Each time a user needs to start from scratch to create/register a new complaint.
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It's frustrating and time-consuming to search for the relevant documents from the dump folder.
Review
"Rechecking is inefficient."
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Review comments tracking is tedious.
Communication and tracking
"Additional effort and time is spent in communication and tracking ."
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Frequent mail to QC and approver explaining the status and queries
Reply mail for each query responses are time-consuming
User requires motivation
"User requires motivation to decrease Turnaround time"
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The repetitive task makes the user less motivated towards the work.
Conceptualization
Through the series of ideation sessions with BA and product owners, we have redefined the whole process into three major phases and its recommendations.
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Collection - Create Reusable templates
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Rules - Create and publish scripts for automation
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Groups - Map rules with a template for automation
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Each phase was designed to solve and address specific user pain points and business objectives.
Low-fidelity wireframes
Automation and Cloud storage
High-fidelity wireframes
The solutions
Through iterative work flow, the ideated concepts were made into workable solutions
Automation and Cloud storage
"This manual process makes the users commit errors and increases the Turnaround time of a complaint."
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Able to Create Reusable template
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Able to Create rules so that the system can Auto-fill standard input fields based on rules
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Systems auto-correct functionality helps users to ensure the correctness of data.
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Users can maintain a repository for reference documents
Collaborative functionality
"This manual process makes the users commit errors and increases the Turnaround time of a complaint."
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The user can communicate with other team members by adding comments and setting status to each field within the complaint file.
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Users can set the complaint status by check-in and Push complaints to various teams like QC/Approval by checkout status
Smart Tracking
"This manual process makes the users commit errors and increases the Turnaround time of a complaint."
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Manager dashboards provide the current status and project status of the tasks being performed and the ability to see history.
User dashboard to follow the assigned and completed tasks.
performance chart to motivate and improve productivity
Motivate user
The user progress chart motivates the user to minimize errors and TAT.
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The user progress chart motivates the user to minimize errors and TAT.
Results
After Beta release the users were able to migrate them self from the legacy system to the new product.
Adopting to the learning curve, the user was able to use it with
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Lower frustration level
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Motivation to minimize error and TAT
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Improved Productivity
Challenges
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I created UI designs adopting an existing framework that had certain constraints. I proposed a few customisations of the framework for the new functionalities, which subsequently evolved to a more recent version with fewer constraints.
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With the initial stakeholder and business inputs, I came up with the concept of sequential process sketches. But later, I came to know that it is a non-linear process and so proposed a non-sequential approach. The gap was fixed only after explaining it with a workflow walkthrough.