SAP Service Cloud
USER TESTING OVERVIEW
7 B2B Service Agents
7 B2C Service Agents
Answering an incoming engagement
Confirming a Custommer
Searching for and Proposing a Solution
Resolving the issue and closing out the ticket
DEFINING USER FLOWS
My role for the testing sessions was to create a comprehensive note-taking rubric that allowed us to measure and observe our product's performance with the participants.
In the creation of this rubric, I used an excel sheet with three forms of user observations:
What Users Say
What Users Do
What Users Expect
This template I created aloud for our entire UX Research Team to take comprehensive notes, and compare them during the synthesis stages.
Synthesis of data was first divided into B2B users and B2C users.
From there, we started identifying and matching similar pain points and tendencies we observed -- creating overarching themes
Users cannot locate end chat
Users looked for an 'x' in the upper right corner or an end chat button on the chat header and footer