Complaints management

Design Process

Overview
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.

UX and UI Contributions:

Created persona, journey map and process flow map.
Proposed features and functionalities to align the user context.
Proposed new and improved solutions to solve usability issues and fill gaps.
Created task flow to eliminate redundant and unwanted looping steps and replace human effort with the machine.
Created wireframes.
Created Visual design.

Tools

XD, Figma, Fig Jam, Miro

Discover

Business objective

Based on the discussion with the product owners and BAs, the following business objective were defined

Create and manage a large volume of complaints from the legacy system.
Automate approval processes.
Build efficacy in the processes

Key problem to solve for user

Prevent error
Cut down the turnaround time for completing a registration process of a complaint.

User Groups

Level 1

Approver

Approves and close complaints

Level 2

Lead / Manager

Assign and track complaints, Manage resources

Level 3

Reviewer

Create and register new complaints, Edit and update registered complaints.

Admin

Create team, add resources

Check quality, Sends feedback

Persona

User Journey map

The Reviewer

A journey map is created based on the information gathered from the contextual inquiry with the user “The Reviewer” and identified their user pain points and user expectations.

Ideation

Recommendations

Through the series of ideation sessions Recommendations were provided in conjunction with a business goal to address the User Painpoints and Expectations

Process flow map

Module 1

Based on the recommendation and collaboration with BA s and Engineers, I created a process flow for Module 1, which defines the module's scope.

Interaction Design

Individual tasks were taken and analysed and created the Task flows.
Created low and high fidelity wireframes in the interaction design process.
Translated the recommended features into UI.

R1 - Reusable template

R2 - Upload reference documents

R3 - Auto-fill standard fields based on rules

R5 - Able to set pre defiened status to each field
R6 - Collaborat with other team by provide comments, reply comments for each field and each section.