Background:
This was a short term contract to redesign a better Customer Service tool to allow for quick resolution of ticket and a positive experience for customers.
User Interview
Went to Peoria, IL to talk to users and understand how the back-end Customer Service user operate. Sat in multiple phone calls to understand the needs and difficulties of resolving a ticket.
Wireframes
Prototype
Created a JustInMind prototype that users were able to use and give feedback on.