users:

• customer support agents who have conversations to solve end-user support tickets

• admins that configure the software that the agents use

problem:
when an end-user (our customer’s customer) submits a support ticket, agents often need more contextual details about the customer to be able to successfully resolve their issues.

how might we surface custom end-user-specific data for agents to understand their company’s relationship to the end-user outside of the current ticket in question?

goals: 

• allow agents to review multiple custom end-user (Ticket Requester) profiles in the support ticket view

• display relevant Interaction History events to highlight recent touchpoints with the end-user, and collapse similar event updates to save space

• allow admins to configure basic settings in an enhanced workflow with helpful descriptions and a more intuitive process

• implement instrumentation measurements so that we might further analyze usage and performance

• conduct competitive “Single View of the Customer” research to inform new designs for User Profile Page

• look after experimental early-access beta apps for knowledge base article events and custom objects

lessons learned:

• it might be worth putting in more effort to do the right thing for customers long-term (securely allow image/asset uploads) instead of taking an easy shortcut (providing an icon library)

• when your product team is small, establish a repeatable process for feature requests and prioritization so that you can reduce context-switching, overpromising and bloated forecasts