A customer support tool that is GDPR-proof and works better
- Discovery Sprint
- Functional requirements
- UX Design
- UI Design
- Validation Sprint
A redesign under the pressure of legislation and a tight deadline.
Before I started designing, I wanted to understand how support staff used the application day to day. I did this through design thinking methods: listening in on conversations and observing how they used the tools, conducting interviews, and analysing all of it. That way I saw not only what people said could be improved, but also what actually happened in practice.
Based on those insights, I organised stakeholder workshops to test two things:
The tool relied heavily on integrations with other systems. Instead of waiting for what development could deliver, I actively dug into the technical possibilities. I evaluated where existing integrations could be improved to give staff more insight, and made sure the design made optimal use of what was possible.
This technical insight was essential to design a tool that not only looks good, but can also be realistically built within the set timeframe.
I validated the improved design with users. After that, I developed it into a final, documented design in Figma.
But I didn't just deliver the design for the deadline. I also designed a future version with points for improvement, so the team had a clear direction to keep building on after my departure.
All required features were integrated on time and in a logical way within the set timeframe. Support staff were now able to help customers better thanks to the new functionality. On delivery, there was also a fully developed vision ready for the next version of the tool.
