Helping customer service managers act on feedback from their agents.
tl:dr
Acting on flow feedback from Customer Service agents was a disjointed and onerous process for CS managers. We redesigned the process to empower managers to iterate on their flows faster.
who?
Product manager, 2 engineers, 1 designer (me)
what?
research, product design, prototyping, shipped
when?
Sept 2024 - Nov 2024
why?
Feedback for flows was accessed in the flow manager, or the screen that managers encounter before they enter a flow. This means that the feedback is disconnected from the step it is referring to, forcing managers to manually search for steps in the flow while retaining the information from the feedback. Further complicating this is that steps are identified by title, and large flows may have multiple steps with the same title.
This leads to managers putting off acting on feedback, and CS agents feeling like their voice does not matter.
research
This project was part of a larger initiative supporting the redesign of the entire flow builder. I interviewed our users as well as our internal Customer Success team.
👨🏻🦲
Brad @ Fubo
"We struggle with finding the step we need to update”
🧔🏼♂️
Jonathan @ Tapcheck
"Updating flows can take me from a few hours a week to a few days"
👨🏻
Joe @ Fairphone
"When agents leave an explanation for their suggestion it requires extra steps to implement."
design
The new feedback experience for managers places feedback and the tools to address it directly in context of the flow. A badge in the toolbar alerts users to new feedback.
The feedback viewer is a sidebar, allowing users to see the flow and feedback simultaneously.
Clicking into a feedback item will snap the view to the relevant step.
We see how agents currently view the step alongside a revision suggested by an agent. The suggestion is editable, allowing the manager flexibility in implementing the suggestion.
next steps
Qualitative data from testing showed positive results. Users expressed relief at the streamlined process, and one even let out a cry of joy when they realized how simple the process had become. 5 out of 5 users were able to locate and address feedback quickly.
As this project was part of a larger initiative, my research was built around discovering pain points throughout the entire flow builder experience. Although this project made steps easier to find when addressing feedback, there were still other issues with locating steps in other contexts that were not addressed by these solutions.