A major brand in the technology market contacted us to explore the possibilities of creating a white label platform to manage relationships between technical support and users.
1 UX Researcher/Product Designer
1 Developer
2 Project Managers
The first step was to conduct a survey with the business and then look at the market with a benchmark.
We spoke to 12 users of technical support systems who had already had some problem with their products.
And then we spoke to 6 technical support managers spread across Brazil.
The ecosystem of value exchange between users within the platform.
During the research, we found three personas with needs that were related to the ecosystem, they are:
The creation of a journey for the main user who would be the one seeking technical assistance was done to better understand the B2C interaction:
We knew we had to scale the solution quickly and create a digital product that focused on the needs of both primary (B2C) and secondary (B2B) users.
The sitemap was created and divided into 3 phases to move the project forward.
A list of needs was created that needed to be delivered to the development team first and prioritized.
(1) - Generalized Search: Search bar that filters invoice, product, question and service order.
(2) - Questions page with answers and explanations, likes and ratings by the user.
(3) - Question submission page with option for photo, text and video to facilitate the user's clarification of their question.
(4) - Page to schedule an in-person or remote visit after choosing the assistance selection on the interactive map, allowing the user to schedule time and type of visit, in-person or remote.
(5) - Page to find the product through a search or list.
(6) - Pages to find parts within the e-commerce store
(8) - Page to consult questions sent in the questions section
(9) - Page to consult questions sent in the questions section
(10) - Pages to track service order requests
(11) - Page to collect leads from technicians interested in learning and participating in the learning ecosystem
Utilizamos cookies para analisar o tráfego do site Web e otimizar a sua experiência de utilização do mesmo. Ao aceitar a nossa utilização de cookies, os seus dados serão agregados com os de todos os outros utilizadores.