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May 2023 - December 2023
Product Design Intern
Reduced time that analysts spend on resolving signals on customer accounts
*Signals are thrown when there is an error in a customer account that an analyst must address
e.g. A customer transfers to a new account after moving to a new location
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Analyst receives signal stating that the old account cannot be found
I worked on revamping two pages — the Signal Search page where analysts search for signals to address, and the Account page where analysts sort through accounts that released the signal
👴Microsoft Silverlight is no longer supported, so transitioning to React is a must
💰35% of IT support goes toward fixing user mistakes and system bugs in Operations Toolkit
🎓New users need > 1 year of training to do their job, partially because the interface is not intuitive
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After conducting live and recorded sessions with operations and billing analysts, I mapped out 50+ user workflows to determine the critical pain points and guide design prioritization.
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• No search capabilities
• Some fields are unnecessarily required
• Analysts manually fill out each field every time
Analysts have to keep track of whether the Account page they're on was from the Signal Search results or from the Account Search results. This can get confusing when analysts have multiple tabs open with multiple Account pages and can't remember how they got there.
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• Have to resolve hundreds of individual signals
• Not able to resolve signals sooner in process
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The proposed flow will help analysts navigate between Signal Search and Account(s) page more easily, and help navigate within the Account(s) page itself. Analysts can also perform actions on the signals in bulk before going into the Account(s) page.
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Analysts can now flexibly search for anything related to the signal rather than being restricted to search fields. They can also create presets to easily search for common signals in their workflow.
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Analysts can view and take action on account information associated with a signal without having to enter the account page. Allowing them to do so sooner in the process saves time when there are only a couple of signals to resolve individually.
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The new navigation bar allows analysts to easily navigate back to search results, find other accounts, and perform bulk actions on all accounts. Analysts on the account page can keep track of whether they just came from Signal Search results page or Account Search results, especially when they're juggling multiple tabs.
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⏩Faster signal resolution due to easy filtering, navigation, and bulk actions
🧠More focus on high-priority tasks due to faster signal resolution
🤝Less support needed from IT due to lower chance of user error
💸Less time spent on onboarding saves onboarding costs
Analysts can now look for common signals with just one click, saving them time from having to manually input fields every day for every workflow
Analysts can edit signals in bulk and view related account information without even having to skip ahead to the accounts page
Analysts can search for a specific account while they're in the accounts page. No more having to go back or open another tab to do so.
Analysts can easily identify whether they came from Signal Search results or Account Search results and go back with a click
💖 Uncover the good stuff
The analysts suggested all sorts of things in the live sessions, such as "I want an interface that has this drop-shadow look" and "I don't like how I'm not able to perform this one action," and while feedback is valuable, redesigning an entire product means uncovering pain points that are beyond UI and bugs.
🤔 Large-scale redesigns can mean rethinking a product ecosystem
Operations Toolkit is one app out of many that analysts utilize every day. For instance, thinking about reorganizing how revenue works in Operations Toolkit brings up bigger questions of how the app Revenue Operations should work in conjunction with Operations Toolkit.
💡 Know the product before designing it
Operations Toolkit was a complicated product that involved tons of new terminology, workflows, and connections to other products. I spent a lot of time understanding it through discovery and user research before even daring to start designing.