I was the lead designer on a team of designers, engineers, and other product stakeholders to re-design an internal tool used by Asurion technicians to manage customer work (repairs, orders, etc.)
The initial exploration of this rework required starting from scratch, and this whiteboarding was part of that effort. My team drew out the ideal user flow, user states, and (above) an attempt at a super-low-fi sketch of the primary navigation system.
These screens are my attempt to capture the entire flow for a technician working with a customer. Put simply, technicians in this situation were essentially phone support, and needed to follow a script and pre-set decision tree to best help our customers.
Obviously that is not inherently a joy-inducing experience for the technician, and so a significant part of this redesign was geared towards making the technician interface both more enjoyable and in alignment with our brand.
In this case the shift in focus from the end-customer to the employee as the “user” was very refreshing — and on a personal level, it was great to know that we were at least trying to not treat our employees like replaceable cogs in a machine.
I don’t think I need to explain why flow charts are useful, but I love them. User flows, page flows, research decision trees… the list goes on.
This case was a highly simplified model of the call flow for a small portion of the customer journey which we were using as a test for a larger update.
An asset library is obviously a key part of any final large-scale design project, and as I come from a web development background, I have a unique understanding for the challenges that a poorly-built asset library can impose on the engineers who need to use it.
This asset library (though not final in this picture) was ultimately built in React, and I worked with a team of engineers and graphic designers to ensure that the library was scalable, usable, and accessible to the end-users.