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New Contact Admin

Define, design and implement an admin allowing real-time contact information and option management for all supported countries and languages.

Background:
Updates to the consumer contact information required development work and a minimum of 24 hours to complete. During this time, customers were shown incorrect contact  information, causing frustration, negative feedback and a low Customer Satisfaction Score for support. As a result of the negative feedback and scores, the business team became focused on the contact experience instead of the issues customers were contacting support about.

Objective:
Provide the ability for internal stakeholders to add, update or remove contact options and information on the consumer support site in real-time.

Role:
Define, design and manage the creation of a new contact admin tool for the consumer support site.

Considerations:
  • Admin section already exists for managing announcements and content on the consumer site.
  • The tool will be internal only with 5 to 10 users.
  • Development of the new admin will be part of a site redesign and leverage the same resources.

Process:

  • Met with the business team to determine what operational information should be included as part of the admin and  any future business/operations enhancements or changes under consideration.
  • Combined the data shown to customers during the contact support flow with the back-end data used to route the request to determine the data hierarchy.
  • Developed the contact admin structure and screen flow.
  • Designed all screens and variations
  •  Created user stories covering acceptance criteria/requirements.
  • Requirements and UI were reviewed with the business and development teams for approval.
  • Based on the development team’s feedback, updates were made to the story and screens to replace some UI elements with out-of-the-box components that would provide similar functionality and save time and effort.
  • Served as the point of contact for questions, demo reviews/feedback and final sign-off.

Results:
Able to update and remove contact information/options real-time.

Complaints regarding incorrect contact information were minimized. However, there was no significant change to the Customer Satisfaction Score.