SAP Service Cloud

UX Research

ROLE

UX RESEARCH

HEURISTICS

USER TESTING

SUMMARY

I led the research and testing phases for SAP's newest CRM product for service agents and service managers. 

USER TESTING OVERVIEW

PARTICIPANTS

7 B2B Service Agents

7 B2C Service Agents

SESSION LENGTH

90 minutes

USER FLOWS

  1. Answering an incoming engagement

  2. Confirming a Custommer

  3. Gathering Context

  4. Searching for and Proposing a Solution

  5. 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.