Needle provides a powerful set of dashboards and analytic tools to give their customers insight to their shopper's activity and mindset. This live dashboard that gives the "pulse" of a partner's service at any time. Below is a collection of various parts of the tool and a little about my process for building it.
RESEARCH: An important part of any project is to understand the problem. Making customer visits and watching them in the context of their environment can provide some great insights for better design decisions. We made a trip to a number of customers, including AutoDesk, to learn more about what our customer did and needed in the administrative tool.
From our visit, we started assembling personas to help us better communicate our target users to the company and for the team to have a unified vision of our user.
Once research is analyzed and requirements are defined, I'll explore the construction of designs and overall layout with paper sketches.
Sketches are then moved over to wireframes for further exploration and feedback. This set of wireframes was put into InVision to get a feel for the interaction.
To ensure consistency through the platform, I assemble libraries of Illustrator symbols that I pull from for each design.
Dashboards are an important part of displaying information in an actionable form. This particular dashboard showed status of active chats and various async forms of communication.
A roll-up view of chat activity by skill group. Administrators could get a quick view of chat performance and be able to adjust staffing needs for the week.
Needle's Community Managers used this tool to display the actual number of chats vs the number of forecasted chats. This information is used to predict the number of advocates needed to commit to chatting through the week. Managers can drill down into individual hours, days, or weeks for more in-depth info.
Community managers can review chat transcripts for quality assurance.
A sample of development specs to reference during implementation.
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Needle - Partner Administration Console
Needle's advocate-assistance platform put online shoppers in touch with passionate fans through a set of tools. The primary tool for administration is the Partner Administrative Console - a.k.a.: "PaCo".
Each advocate/customer communication is managed, measured, and stored in PaCo - some historical, some real-time. I helped research, define, and update numerous dashboards and tools on PaCo.
This collection of work shows samples of the various types of work done: dashboards, reports, scheduling managers, and more. Sexy? Sometimes. Complex? Definitely. But that's exactly the kind of work I enjoy. I thrive on working with others to explore, define, and solve complex problems.
