Operations Customer Profile

The Problem

Users needed a view that would allow them to reference and update data of a customer. In the current-state there was no way to see or edit any customer data besides the address. User feedback revealed a cleaner look and easier navigation was also needed.

Development time was precious so quick turn-around and frugality were part of the decision making.

The Goal

Create a dynamic profile for customers that will allow the user to view and update information relevant to that customer. A navigable, simple and dynamic interface that keeps time on task.

The Process

Below shows the design process approach taken to bring this customer profile to life. I started my documentation with the current state seen (in the screenshots below) and stating the problem of where the current state needed to go. After documenting the current state, I then went into the design phase to create more accurate designs to review with the team. Stating why this effort matters, problems to solve, and restrictions/limitations.

I documented the current state, since this was not only going to be a UI update, but also a revamp of the navigation. The current-state user flow shows problem areas and issues.

Empathy Mapping User Emotions of the Current-State

I created a simple empathy map based on what the users were thinking, seeing, saying, interacting and hearing about the current-state of the customer profile.

The Design Phase

During this phase I wanted to document a design that I could test. I wanted to be sure and validate my design was going to expedite user workflows and meet their needs. Below demonstrates the design through many methods. The final wireframes can be viewed in the link below.

Vi ew the entire design documentation here

The Research & Testing

During this phase, I created a prototype that would test various scenarios in a scripted manner. Below is the testing results and the final prototype used in the test. The script was designed to probe the users behavior and see if they could complete the task efficiently while comprehending the UI.

Based on the testing, UI updates were documented to better enhance the overall UX of the Ops Customer Profile. Some of the updates were minor and others were major. The testing revealed that in some cases the users had trouble with the task in the way the question was asked, but could actually perform the task much better when the task was worded differently.

View the testing documentation here

Design Enhancements and Documentation from Testing Results

Design enhancements to the future-state of the customer profile are documented and updated in the design. Testing revealed users were happier with a design with less tabs where contextual information and hours were provided based on the operational sections of the customer profile.

Full View Based on Workflow

This is an example with the sidebar expanded. This view is triggered from links where the details are the desired priority and main workflow.

Collapsed Map View (based on workflow)

This is an example with the sidebar closed. This view is triggered from links where the satellite map is the desired priority and main workflow.

Updated User Journey Maps for the Future-state

A new set of user journey maps were created from the current-state journeys to show where the problem areas and issues were alleviated.

Operations Customer Profile

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