CUSTOMER SEARCH. In the past, agents had to work across multiple systems to research a contact's account, contract and product subscription setup. (Product subscriptions entitles the contact to technical support.)
List of accounts for Nikki.
Expand an account to see the contracts within it - as well as relevant subscription information.
Expand a contract to see the products within it. Notice how when a new table is opened within a table, it becomes highlighted in white and all else is slightly greyed out? This allows visual hierarchy to be maintained.
The agent can also filter the list of accounts down to those containing a specific product. When this happens, the contract table looks a little different, since we now know the agent is just interested in info. related to a specific product.
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Autodesk
This year I've led the design of a new dashboard application for Autodesk Customer Service Agents worldwide. It focuses on reducing cognitive load by showing agents what they need to see when they need to see it, letting them easily access additional relevant information and helping them follow policies and deliver great service without frustration. I lead UX research and design and supervise graphic design.
