Dispatch
A B2B marketplace that connects customers who need to ship a product same-day with a fast, affordable delivery option.
Challenge
Propose ways for Dispatch to improve their customer service team's dashboard, with a focus on proactively managing priority orders and maintaining a high level of customer support.
Solution
A high fidelity, interactive prototype that showcases three curated, easily scannable dashboard cards; one showing late orders, one showing orders approaching their deadline, and one showing a team changelog.
KEY DELIVERABLES
Methods
Cognitive walkthrough
Contextual inquiry
Usability testing
Scenarios
Prototyping
Tools
Paper + pencil
Otter
Sketch
InVision
What
-familiarized myself with the client's customer service/success dashboard, both current and in-development
Why
-understand gaps between what the client's site has, its usability, and what the client wants
How
-completed a cognitive walkthrough of the two sites
What
-went to Dispatch, talked to the customer service team, had a member run through his day and show us how he used the dashboard, then had him interact with the dev team's prototype
Why
-to learn about the pain points of their current set up, how their day actually goes, how actual users of the site interact with it, if there's any aggravating factors about their physical workplace
How
-completed a contextual inquiry of the customer service/success team's current setup, then moderated a usability testing session of the dev team's prototype
Insight Gained
Don't jump to solutionizing when gathering data - figure out the underlying problems.
Story
The customer service team member I helped interview had a lot of previous experience in a similar field. He told us about the solutions he was used to, in comparison to Dispatch’s dashboard, and even showed us some sketched prototypes. And through all of this he was very friendly, very sure of himself. It was so easy to forget that his opinions were just that - opinions. And while the data was valuable, it was just one brightly hued thread in the pattern's greater whole; valuable in its intricacy, but unable to color an entire picture on its own.
What
-synthesized my findings into meaningful insights
Why
-so I could convert my insights into a plan for prototyping
How
-identified the most important findings from the contextual inquiry and cognitive walkthrough, then decided where I wanted to focus my prototyping
What
-created a scenario for an ideal day for customer service
Why
-make it easy to highlight new functions, prepare for eventual presentation, be able to show how my prototype will fit into a an employee's day
How
-based off of answers from customer success team
What
-created wireframe sketches
Why
-to quickly ideate without needing to worry about neatness or detail, and prepare for digitization
How
-listed out pain points and needed/desired features, then ideated/sketched variations on what that might look like
What
-created an interactive prototype
Why
-to be able to show a high fidelity, digital prototype to my client that fit the design of their current prototype
How
-used Sketch to digitize, then InVision to make it interactive and give it tour points