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.