Co-op Solutions' customer service team faced significant inefficiencies due to an outdated memo-taking system.
Agents often resorted to alternative note-taking methods, which complicated customer interactions and decreased overall service quality. Recognizing the need for improvement, we embarked on a comprehensive redesign. The ultimate goal was to enhance user experience by streamlining the memo-taking process, thereby reducing redundancy in customer queries and elevating both service efficiency and customer satisfaction.
Agency
Philosophie
Co-op
My Role
Product Design
Team
Delivery Lead
Engineer
Product Designer
Tools
Figma
Figjam
Project Length
6 weeks
Achievements
⏱️
Increased Efficiency in Customer Service
Implementing the revamped memo system significantly reduced the average time customer service agents spent searching for and retrieving customer account information. This led to a measurable decrease in average call handling times, improving overall customer service efficiency.
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Reduced Training Time for New Agents
The intuitive design and ease of use of the new memo system significantly reduced the training period required for new customer service agents to become proficient in navigating and utilizing the system. This resulted in a measurable decrease in onboarding time and costs, allowing new agents to contribute to the team's productivity more quickly.
😊
Enhanced Customer Satisfaction Scores
Post-implementation, customer satisfaction surveys showed a notable increase in scores, with customers expressing greater satisfaction with the speed and accuracy of the service provided.
Personas
Sketches
Hi-Fidelity Screens and protypes
Dev Handoff Deliverables and Documentation
