My role
Product Design Lead
UX Researcher
Prototype & Testing
Design System
Teams
Jr. Product Designers
Product Managers
Web Developers
Internal Support Team
C-Level Stakeholders
Duration
6 months
Overview
Basecamp is a custom VOIP (Voice over Internet Protocol) web application built specifically for Bluon's Tech support.
The goal for this project was to revolutionize customer service by providing a platform for support agents to engage with users through various mediums such as chats, audio calls, and video calls. With features like issue tracking and key support issue prioritization, Basecamp's goal was to streamline the support process and enhance user experience.
Users can easily access key information, including Historical Call Volume, Daily Stats, general team discussions, and real-time updates on who is online and available that day.
Admins can view and manage essential employee information, including overall performance metrics, skill sets, and general employee details.
When reviewing a call's history, users can listen to call recordings, view user notes (humorously referred to as 'Shit Talk'), access call details, and see user/agent chat interactions.
Users can expand any section to view additional details. Our decisions on what to display or hide were informed by thorough user research and interviews.
During a call, agents can access caller information, previous notes, call history, a section for viewing past chats with users, and a wrap-up area that must be completed by the end of the task.
Since wrap-ups are mandatory at the end of every job, admins requested the ability to customize the data collected in the wrap-up section. This information is utilized for team training purposes.
Users faced challenges in accessing prompt and effective tech support with the existing platform. Existing platforms often lacked real-time communication channels, resulting in prolonged resolution times and frustrated customers. Additionally, tracking and prioritizing critical issues were cumbersome, leading to inefficient allocation of resources and delayed solutions.
Some key issues users and support agents faced were:
Based on user feedback, a priority matrix was created to determine feature significance. The core functionalities—chats, audio calls, video calls, issue tracking, and key support issue tracking—were integrated into the initial prototype. Iterative testing and feedback loops were employed to refine the user interface and functionalities for optimal usability and intuitiveness.
Based on the above problems identified, I worked towards addressing these pains by coming up with these solutions: