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A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
projects
projects
SAP Service Cloud
UX Research
USER TESTING OVERVIEW
PARTICIPANTS
7 B2B Service Agents
7 B2C Service Agents
SESSION LENGTH
90 minutes
USER FLOWS
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Answering an incoming engagement
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Confirming a Custommer
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Gathering Context
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Searching for and Proposing a Solution
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Resolving the issue and closing out the ticket
InVision Prototype
DEFINING USER FLOWS
DATA COLLECTION
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.
View Excel Sheet
SYNTHESIS
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
INISIGHTS
Users cannot locate end chat
OBSERVATIONS
Users looked for an 'x' in the upper right corner or an end chat button on the chat header and footer
INSIGHTS
Users expected frequently used actions to be easily accessible, not buried
Users value end chat/transfer chat more than emojis and videos, as these are typically not used in B2B scenarios
RECOMMENDATION
Re-design to prioritize the most important actions for users
INISIGHTS
PRODUCT DISCONTINUED
After working on the Customer Engagement Center for 5 months, our product was discontinued under a massive management re-orgnization at the company. The insights pulled from the user research phase were thus not used to refine the discontinued product.
Users could not locate
minimized channels
OBSERVATIONS
Users looked to the bottom right corner, then global tab when searching
Some expected their to be more information in the minimized chat box: name, as well as functions
INSIGHTS
Having active channels easily accessible and identifiable is among the highest priorities for agents in regards to screen space
RECOMMENDATION
Rethink the design of minimized channels to make location more intuitive
Users don't understand purpose, content of 'References'
OBSERVATIONS
Users were unable to identify the purpose of References, and unable to explain the contents in reference to the service desktop
Users frequently referred to 'References' as 'Recommended Solutions'
INSIGHTS
'References' does not have a clear use case for users
RECOMMENDATION
Re-think the purpose of 'References,' and re-consider the value of the screen space used
Customer 360 vs. Ticket View:
Users struggled to initiate engagements in correct place
INSIGHTS
These two screens don't provide enough visual cues for the difference use cases
OBSERVATIONS
Users got confused between notes sections in both places -- unsure of different use cases
Users often looked in wrong location for ticket/customer information
RECOMMENDATION
Restructure the floorplan of Ticket View so it is different from Customer 360 -- or create better contrast in differing between the two
Copy link & link to ticket terminology/functionality lapse
OBSERVATIONS
Users were unable to identify the purpose of the copy link and link to ticket icons
Users struggled to discern the meaning of the terminology of "link to ticket', 'copy link,' and 'embed article link'
INSIGHTS
'Embed in reply' functionality wasn't used often, since it can only be used with small sized articles.
Most users preferred to use 'Attach article as PDF'
RECOMMENDATION
Rethink and redefine use cases of these varying functionalities, and decide if all are needed
VIEW FULL USER RESEARCH & INSIGHTS PRESENTATION HERE
Due to the mass amount of data collected from over 24 hours of user testing, I only included the insights relevant to my designs of the Knowledge Base. To view the full presentation of the insights I collected for our entire team of 14 designers, and the entire product, click on the PDF Icon.
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