PROJECT BACKGROUND AND GOAL
TrueOwner.ng is a platform for gadget owners to list and claim public ownership of their devices to prevent sale and assist in recovery in a case of theft or misplacement.
TrueOwner admin is the in-house application for staff to manage the application used by end-users. The goal of this project is to design a user friendly and functional application that helps staff perfom management and support activities for customers.
TARGET AUDIENCE
TrueOwner admin is intended for use by staff across multiple departments including support, finance, operations and sales.
Challenges
Staff and management are unable to have an overview of the overall performance of the live product and perform routine support tasks to customers.
understanding the users
The users are staff across various departments and each departments has a set of requirements to be met. The users have been classified into the following departments :
- Client : TrueOwner
- Role : Product Designer
- Accounts
- Customer Support
- Marketing
user personas
user JOURNEY MAP
Mapping Jason’s user journey map reveals how helpful it would be to have a dashboard that allows him perform routine tasks for reporting and customer requests.
Wireframes
USABILITY STUDY : FINDINGS
I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.
Round 1 Findings
Round 2 Findings
- Account staff wants to access account with password
- He wants to search with other user details
- He wants to compare two periods
- Account user wants to export data
- He wants to have data presented at intervals
- He wants to see subscription detail on overview
high fidelity designs
The final designs were derived after reviews from the findings. The designs presented are specifically for account and customer support teams.
conclusion
- The Design I created was successfully adopted by the whole team and is still in place today, serving its purpose
- Account department is now able to manually credit user account for pending payments
- Management is able to get an overview of company performance with charts and graphs
- Customer support is able to provide personalised support with user information
- Marketing is able to send personalised and bulk push notifications
OUTCOMES AND learnings
- Multi user platforms as this requires domain understanding of each department
- Creating a unified experience for different user types within a system is ideal for inter department transitions
- Access management is necessary to control information available to respective team member
- Marketing team was able to get average of 34% response rate to push notifications sent
- Accounts are able to resolve user payment issues from the admin portal in less than 24 hours
