The story begins with Sesam Sesam support which used to work on an old admin panel, built a few years ago when the only support available was our technical team. We decided to improve it. Check it out!!

1. Enterprise software with
a user-centric approach
M A D E B Y

2. with Sesam Sesam support
which used to work on an old admin panel, built
a few years ago when the only support available
was our technical team.
The story begins

3. We decided to improve it

4. The UX team got to work!
The main tasks we undertook were:
// analysis of customer emails
// rapid prototyping
// copywriting
// better understanding user behaviours and habits
// shadowing and ethnographic research
// usability testing online (Skype) and in
the workspace

5. What value did it bring?

6. TIME!
It takes less time to solve your
client’s problem and your support
team is more likely to have greater
retention rates.

7. Who was the target?
Sesam Sesam supports employees
who answer calls and emails from
customers with different requests
concerning parking use and
payments.

8. We were determined to
listen carefully in order to
properly support employees by
diagnosing which tasks and cases
were most time-consuming
and difficult to handle with the
previous version of the system.
Strategy

9. Solve their clients’
problems faster and
more effectively
Have eye-friendly
software which doesn’t place
strain on the eye during 8h shift
Have a flexible system
which allows them to answer
different customer cases
Have a quicker
onboarding
for new workers
We discovered that support wants to...

10. What was the
next step?
Looking at those areas
which are most important
for the users

11. 1
The first step was to arrange
a Skype meeting with the support
team from Norway.
interviews

12. 2
On the basis of the information we
gathered during the Skype meeting
we rethought how to search for
different cases, and the visual
design. We then prepared the first
prototype.
prototype

13. 3
This was carried out during a 2-day
trip to Bergen, where we shadowed
our users in their work environment
during their daily shift. By becoming
more aware of the context of
Support tool use, we could more
easily see the parts of the interface
that required changes.
ethnographic research

14. 4
We also tested the pre-existing
wireframe and provided support to
the workers in order to complete
their tasks. It enabled us to find other
design areas that required
improvements.
usability testing

15. 5
changes
We made changes to the wireframe
based on the results from the
support workers’ feedback and our
ethnographic research.

16. 6
Every time we made changes, we
checked them with the end-users –
the support team. We showed a small
part of the design each time so that
we would have nessesary amount of
time to improve it and so that we did
not waste too much time on
unnecessary features which do not
answer support’s needs.
iterations

17. Why? Time is saved and mistakes avoided if
smaller parts of the design are checked with
the end users.
Involving users in the design and
verification stages speeds up the process.

18. What was the result
of our work?

19. Comfortable and
eyes-friendly colours

20. Search in a chosen
category
instead of long separated lists

21. The new CSM module has
made it a lot easier to search
for information.
CSM works best as a sort of search
engine. We find information
faster and with less input from the
customer, and that way we can
resolve issues faster.

22. Elements important to
the actual needs
instead of having
everything on one
screen

23. Now, there is only one search page
and it is much, much easier to
navigate back and forth while
searching, especially when speaking
to a customer on the phone.
CSM gives you quite a lot of
information in a short amount of
time, and with limited input. It makes
our job a lot easier, and lets us resolve
cases over the phone a lot faster.

24. Graphical distinction of
problematic issues which are
visible at first glance
You can start using CSM and get to know how
the Sesam system works while you are still
learning and quite fresh. With the Admin
module, you sort of have to know how the
system works and thinks, to be able to use it.

25. Names and terms which
support everyday use
instead of technical jargon

26. Fast performance = fast response to the customer

27. Well-structured information to
enhance clarity and speed up
support work.

28. Old design
10 steps
5 screens
30 min
New design
4 steps
3 screens
3 min
less clicks and steps to complete support tasks
example: refund process

29. Want to know more about Sesam Sesam solution?
Author: Marta Haida,
UX designer at skyrise.tech
linkedin
marta.haida@skyrise.tech
Check out more about Sesam Sesam solution at www.sesam-sesam.com
More details about process? Read the article
More about Skyrise.tech: www.skyrise.tech