Dropcards customer service
Design & front-end development
As the amount of our customers increased at Dropcards, we realized that our customer service process could use some updating. The dashboard being used was convoluted and unintuitive. My role was to design a new interface that allowed the user to easily navigate and quickly complete tasks such as resetting customers download codes or providing information. View the demo link.
Identifying the problem
The goal was to clean up the interface, only leaving the essential customer service features. We wanted whoever was using this to complete as many help desk requests as possible without being overwhelmed or confused by unnecessary actions, unrelated to customer service.
You can see the old customer service page below, half of these features have been phased out or aren't customer related.
Old screens
Designing the solution
To easily navigate through the thousands of projects running at a given time, we added the ability to lookup a customers unique download code or email address associated with the project. I designed a simple form which produces a list of specific projects related to the submitted code or email.
Using customer data
We reviewed data from the past year of customer service and narrowed down 5 specific issues that were the most common among help desk requests.
- Forgotten or resetting a download code.
- Had their download been redeemed?
- When does it expire?
- Where do they redeem their download code? (what is the website address?)
- What is the available media? (music, video, PDF, etc.)
The screen displays the information for each essential project detail. Our service representative can easily find the requested information, without being overloaded with unnecessary details that don't pertain the the customers request. we have also added features to edit or reset certain aspects of the project, such as the expiration date and download code. Also, we can easily add components into the project details, which we plan on revisiting.
Since this has been in use, backup logs of customer service requests have been reduced by 20% and we've received positive feedback from our customer service reps, who mainly work remotely.