Improve usability on Agent connect
Role
Lead product designer
At
Meta
With
Content designer, User researcher, Product Ops, Engineer
Where we are at
Where we should be
We want something functional, not just cosmetic.
“We give smiley face on the satisfaction survey and that’s not true. Because if we put frownies we need to add comment and we feel lazy.
We don't enjoy the product, we endure.”
— Customer support agent
Overview
Summary
Early 2023, we enabled over 8000 customer support agents around the globe to efficiently resolve cases which now decreased total resolution time 5%. This involved a revamp of the phone and email experience to heavily address usability issues.
Users
8000+ customer support agents around the globe.
Platform
Web based Saas
Key areas
Research, redesign, prototyping
Sorry, due to code of conduct I’m not able to share more information.
Get in touch for more details! 🤍