PHIL
Web Application Design | 2018
Phil IS A MODERN RX DISTRIBUTION PLATFORM. IT’S BUILT TO LOWER
SYSTEMIC COSTS AND IMPROVE PATIENT OUTCOMES.
Summary
I was challenged to create the UI for a new Customer Support feature for our web application. This new feature will help us provide a better customer experience and also protect us from any HIPAA violations, since users will now be having most of their support interactions through our site and not through email.
This was a big design opportunity since this feature was designed and built from scratch.
Role
Product Designer
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Services
UI/UX, Visual design,
Research
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Research
I started the design process doing secondary research of customer support services from other companies in similar industries. The purpose was understanding how their support system was structured, and what were the features they offered.
Process
Content Mapping
I created a spreadsheet document with the pages that needed to be designed, the functionality, and features to be added on each page.
UX Flow
While having a better clarity of the pages and content that we wanted to design, and the certainty that they could be supported by Zendesk. I began drafting the user experience.
Sketches and wireframes
Final Designs
The design included a messaging feature, a form to file new support tickets, and a discoverability tooltip.
Support Page
File a New Issue
Empty State
Discoverability
Learnings
This was the first iteration of our customer support feature and although it helped us improve our customer experience and Net Promotor Score; as a team we would want to continue improving the experience with a live chat and real time responses for our customers.