Client:
Kasasa Tech Ops is a division that assists the company in building tools for our support teams in helping clients achieve their goals.
Task:
As an extension of the support team, Tech Ops tasked me with building out the UI for the portal and several downstream pages in addition to consulting on UX decisions with our vendor partners at Salesforce and within the organization. This meant bringing several disparate systems together under one umbrella in a hub and spoke model.
Messaging:
The support team had a large collection of data around what clients were looking for in a support portal. Incorporating our corporate voice & tone guidelines and user feedback we boiled down our labelling to the essence of what support staff and other workers at financial institutions where looking for.
Look and Feel:
We reviewed several competitors and adjacent competitors identified in our Creative Brief and broke down what was working and what wasn’t from a customer perspective. That gave us a great start at tackling how we could approach the design.
Final Design:
Combined with our existing brand strategy, we were able to pull in elements that made it fit within the same family of products the company offered, adding credibility and trust to the platform. Categories were defined based on common We optimized the search functionality to be extremely easy to use with elastic search and categories on various topics.
Reception:
Our CRM Support portal changed the way the company operated. It reinvented how we do our business for clients, employees, and the company in a scalable, trackable, and uniform way. It reduced costs and became a one-stop shop for all support inquiries through a ticketing system that was easy to navigate. Clients were happy because they could find answers on their own with minimal effort. Support staff appreciated the ease of recalling submitted tickets and interoperability with Salesforce.