Making personalized, efficient and effortless customer service a reality.

project details

At Kustomer I worked with the product managers and engineers to plan features, conduct user research, scope and explore design solutions focused on both CX agent-level and admin-level features.

Kustomer aims to accelerate customer conversations by providing a holistic view of the customer. It shows communication and activity history from all of the customer's systems on the Kustomer timeline, so agent users have data-driven, actionable conversations without changing screens.

Since companies rely on our software to make sure their customer support is efficient and valuable for their customers, product development needs to be handled with care, as each decision will impact the day-to-day process of thousands of users around the world.



USER RESEARCH AT KUSTOMER

For a designer that is the representative of these users, it is a constant effort to make sure new features or changing existing features doesn't ruin existing efficient processes and doesn't take something away that they depended on. This can be very tricky and can only be prevented by doing thorough user research and shadowing the agents while they're using the product.

This was done by going onsite and spending time with the users to see how they use the product, taking notes about usage patterns, observing frustrations, and getting their feedback on new concepts. It was also important to observe how they used our software in combination with other software so we could help integrate these into a more seamless process.

Our own customer support team also uses the Kustomer software, so including them in the design and product development process was a great benefit to quickly explore concepts with the feedback and input of people that actually use it day-to-day.


AGENT LEVEL INTERFACES

Many features I designed were focused on the agent level experience where an agent handles all the incoming support requests. Optimizing that view is crucial so they can quickly scan and decide what conversation to prioritize. This resulted in constant exploration and testing on the view of the conversation card.

Different interfaces for Voice agents and Email/Chat agents with their different states.
Improving efficiency with pre-formatted snippets and dynamic tags.

ADMIN LEVEL INTERFACES

Every customer support team has admins and managers. To make sure their agents can be properly onboarded with the right permissions and are efficient, they need to configure settings and dashboards to help observe their agents. The dashboards can be configured both within the app and in a full screen mode that can be used on larger screens that update automatically.

For clients that have customers that are other businesses, a different approach is required. So we designed a B2B dashboard.

Release Notes for the admins to know what features they can now start using and to stay updated on progress and changes.

DESIGN SYSTEM & COMPONENTS

We used a React sandbox where the front-end developers have all the components they use. With every project I work on I tried to make sure these get upgraded and decrease unnecessary similar styles to improve consistency and ease of potentially changing designs in the future.

VISUALS

There is always room for fun internal stuff, which is a good chance to step away from more product and interface focused design and do some more visual and illustrative work.

More work