Users could not locate
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
Having active channels easily accessible and identifiable is among the highest priorities for agents in regards to screen space
Rethink the design of minimized channels to make location more intuitive
Users don't understand purpose, content of 'References'
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'
'References' does not have a clear use case for users
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
These two screens don't provide enough visual cues for the difference use cases
Users got confused between notes sections in both places -- unsure of different use cases
Users often looked in wrong location for ticket/customer information
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
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'
'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'
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.