Zonar Systems // Internal Tools
Saving money while improving customer satisfaction
The problem
When Zonar’s customers have a problem with our products, they need to get it resolved in order for them to do their jobs. A driver legally cannot drive without their logging device operating properly.
Unfortunately, Zonar’s internal tools were built on old architecture riddled with technical debt that dramatically slowed down calls to our customer service representatives. This caused customers to become frustrated while they had to wait on the phone instead of driving and earning money, and this increased Zonar’s expenses as representatives had to wait several minutes for a single web page to load. I knew we could do better.
My solution
We had several goals for this redesign. First, we needed to consolidate the dozen or so existing tools into one, easy to use tool. Next, we need to ensure the tool was easy for humans to use without relying on help documentation. Lastly, if help was needed, we wanted it to be available contextually. We didn’t want our users to have to go somewhere else to get answers to their questions.
My Contribution
Design Sprint exercise
Sketches
Wireframes
Interactive prototype
Usability testing
Visual design
Design documentation
The Existing Tools
The existing tools were slow, crashed often, and required pages and pages of documentation to decipher.
Design Sprint
A design sprint is a five day process that can uncover the scope and critical functionality of an MVP for a piece of software. I led the team through a series of activities including idea generation, sketches, and dot voting. I then prototyped the final design, tested it with users, and designed the final comps.
Designs
Even though the prototype tested very well, I still made sure to incorporate user feedback into the final designs.
Results
With the launch of the new Research and Diagnostics tool, customer support call durations were reduced from an average of 12 minutes to 7 minutes. Customer lookup tasks were reduced by 50%, and issue research was reduced by 80%.