Enhancing service evaluation with efficiency and practicality.
Enhancing service evaluation with efficiency and practicality.
Context of the project
Before getting started, it's important to understand the company behind IngWeb. Ingenium Systems is a technology company that helps businesses grow and build strong relationships with their customers, regardless of their size. Its main digital product is an omnichannel platform for customer service, sales, and management, integrating voice, chat, WhatsApp, Telegram, email, and bots in one place.
IngWeb, one of its key platforms, provides users with a simple way to connect with customers. Agents can use a single interface to interact across multiple channels, while managers and supervisors can analyze conversations and provide feedback to enhance performance and service quality.
Before getting started, it's important to understand the company behind IngWeb. Ingenium Systems is a technology company that helps businesses grow and build strong relationships with their customers, regardless of their size. Its main digital product is an omnichannel platform for customer service, sales, and management, integrating voice, chat, WhatsApp, Telegram, email, and bots in one place.
IngWeb, one of its key platforms, provides users with a simple way to connect with customers. Agents can use a single interface to interact across multiple channels, while managers and supervisors can analyze conversations and provide feedback to enhance performance and service quality.
The challenge
The challenge
The service evaluation feature of IngWeb was outdated, both in terms of interface and usability. Additionally, some managers from customer service companies that adopted the platform reported various usability issues related to the workflow.
The team assigned to this task consisted of two designers, including my strategic collaboration with the senior designer, two developers, and a project manager.
The service evaluation feature of IngWeb was outdated, both in terms of interface and usability. Additionally, some managers from customer service companies that adopted the platform reported various usability issues related to the workflow.
The team assigned to this task consisted of two designers, including my strategic collaboration with the senior designer, two developers, and a project manager.
The solution
The solution
Following the company's workflow structure, the solution was practical and required adaptations to the established tasks. We adopted the Agile methodology to guide our steps. Communication was essential, as I needed to validate progress points with the project leaders.
With discovery reports already conducted (problem definition, data collection, and user contact), my role in the project was to take notes and organize key insights during user interviews. I then grouped the information to start creating prototypes aligned with the research findings. To deepen my approach to solution development, I independently conducted a competitor analysis to understand how service evaluations function in practice and explore additional features that could enhance the practicality of the functionality.
Following the company's workflow structure, the solution was practical and required adaptations to the established tasks. We adopted the Agile methodology to guide our steps. Communication was essential, as I needed to validate progress points with the project leaders.
With discovery reports already conducted (problem definition, data collection, and user contact), my role in the project was to take notes and organize key insights during user interviews. I then grouped the information to start creating prototypes aligned with the research findings. To deepen my approach to solution development, I independently conducted a competitor analysis to understand how service evaluations function in practice and explore additional features that could enhance the practicality of the functionality.
*The texts displayed on the screens below are fictional and were used solely for illustrative purposes of the concept before publication.
*The texts displayed on the screens below are fictional and were used solely for illustrative purposes of the concept before publication.
Let’s team up.
Let’s team up.
Let’s team up.