The current application for managing customer contacts was convoluted and challenging to use for new agents. Also, Customer's that had reoccurring issues would have to contact customer service and re-iterate their problem to a new Customer Service Agent everytime. The new CSA would not have easy access to the previous contact and it made the experience for a customer more frustrating while an agent searched for previous actions taken. The information as it was displayed was not easy to parse or quickly navigate in order to solve a customer's problems quickly and efficiently.
Using the new custom Bootstrap pattern library we modernized the pages and created an experience where agents could see a customer's previous contacts and easily find information and any promises or actions made for the customer. This allowed an agent to more quickly resolve a customer's issue.
Once the solution has been vetted I then created a document with all of the press release, FAQs, requirements, use cases, user flows, mockups, workflows, and redlines.