Challenge
The Personal TechPro Agent Dashboard is used by tech support agents to help diagnose, troubleshoot, and provide support to Pocket Geek customers who reach out via call or chat.
In previous months, support for the dashboard declined while customer-facing products took priority.
As a result, we set out to reassess the dashboard from the ground-up and provide a much-needed design overhaul.
Background
Tools: Survey Monkey, Figma, InVision, Espresso
Timeline: 3 months
Timeline: 3 months
Personal TechPro is the tech support component of the Pocket Geek mobile app. This cross-platform mobile app is commonly provided to consumers by wireless carriers packaged within device insurance plans.
As a Product Designer at Assurant Labs, I work on the Personal TechPro team. I operate under the guidance of a Senior Design Manager, and work alongside a Product Owner, Engineering Manager, and 3 Engineers.
Process
The internal-facing nature of this dashboard gave us easy access to our users. We leveraged this benefit early and often to assure the design was centered to agent goals.
Our Design Thinking process
User Surveys
To kick off the project, we designed and distributed a simple user survey to that helped us understand the most common use cases and pain points. As surveys responses rolled in, we highlighted any trends or patterns we observed across multiple responses. The commonalities between survey responses were a great start to begin early design ideation.
Information architecture inspired by user survey results
Information Architecture
We used this user survey insight to inform the dashboard's architecture. Opting for simplicity where possible, we aimed to consolidate all need-to-knows and present them on the Overview tab, followed by detailed views nested in dedicated tabs.
Low-Fi Wireframe Sketches
With many different components and complexities to account for, it was critical that we stay low-fi while working out ideas.
These sketches were vital in fueling team-wide discussions exploring technical constraints and opportunities with engineering.
Low-fidelity wireframe sketches
User Feedback
Reviewing these wireframe designs with agents helped provide a "sanity-check" and provided further insight before heading into pixel-perfect design.
MVP Design
While we had dedicated bandwidth for a complete redesign, we also identified several "small wins" that we were able to quickly turnaround while we worked on the comprehensive solution.
These included removing any metrics and values that were no longer technically feasible to display, and relocating commonly used features.
These included removing any metrics and values that were no longer technically feasible to display, and relocating commonly used features.
Solution
By removing outdated metrics and bringing forward vital troubleshooting tools, we were able to craft a dashboard true to agent needs.
Overview
Customers contact tech support with a wide variety of issues.
While this results in a high variance of use cases, we were able to identify multiple need-to-know device metrics that were valuable during all support sessions. The Overview tab aims to present these at a glance.
Customers contact tech support with a wide variety of issues.
While this results in a high variance of use cases, we were able to identify multiple need-to-know device metrics that were valuable during all support sessions. The Overview tab aims to present these at a glance.
Storage
The most common issues agents encounter are storage related.
With a quick scan, agents can gain an overview of the device's storage status. When device storage is low, agents can leverage Pocket Geek Cloud to free up needed space.
The most common issues agents encounter are storage related.
With a quick scan, agents can gain an overview of the device's storage status. When device storage is low, agents can leverage Pocket Geek Cloud to free up needed space.
Signal
Another frequent issue agents encounter from customers are slow network speeds.
The Signal tab helps agents troubleshoot these issues by providing insight into a customer's current signal, data usage by apps, daily Wi-Fi and mobile usage, as well as how their signal stacks up against other users on the same carrier.
Another frequent issue agents encounter from customers are slow network speeds.
The Signal tab helps agents troubleshoot these issues by providing insight into a customer's current signal, data usage by apps, daily Wi-Fi and mobile usage, as well as how their signal stacks up against other users on the same carrier.
Battery
For customers experiencing issues related to battery, agents can quickly gain an understanding of all battery-related details.
These details include current battery level, battery usage by apps, battery health, and how well their average battery life compares to customers with the same device.
For customers experiencing issues related to battery, agents can quickly gain an understanding of all battery-related details.
These details include current battery level, battery usage by apps, battery health, and how well their average battery life compares to customers with the same device.
Settings
In many use cases, it can be useful for agents to push settings adjustments from the dashboard to a customer's device.
In addition to being able to adjust settings related to audio, connectivity, and display, agents can also launch specific screens on a user's device.
In many use cases, it can be useful for agents to push settings adjustments from the dashboard to a customer's device.
In addition to being able to adjust settings related to audio, connectivity, and display, agents can also launch specific screens on a user's device.
Applications
Installed apps can often be the root of device performance issues.
Easily perform an app search, sort by battery use or data hogging, and understand if an app is currently in-use, running in the background, or closed.
Installed apps can often be the root of device performance issues.
Easily perform an app search, sort by battery use or data hogging, and understand if an app is currently in-use, running in the background, or closed.
Alert States & Troubleshoot Tips
An important element of the dashboard's effectiveness is signaling any areas of concern with alert states.
While alerts help agents diagnose issues, we follow up by actively assisting in the troubleshooting process by presenting Helpful Replies and Related Launchable Screens.
An important element of the dashboard's effectiveness is signaling any areas of concern with alert states.
While alerts help agents diagnose issues, we follow up by actively assisting in the troubleshooting process by presenting Helpful Replies and Related Launchable Screens.
Results
Agents gave positive, enthusiastic feedback about the redesign. This newfound confidence in their primary tool will help them solve customer issues more efficiently.
Like all product design, our work is never done. Pending additional technical discovery, our team seeks to expand the dashboard's functionality beyond mobile phones, into the world of connected products like laptops and tablets.
Like all product design, our work is never done. Pending additional technical discovery, our team seeks to expand the dashboard's functionality beyond mobile phones, into the world of connected products like laptops and tablets.
What I Learned
While designing the Personal TechPro Agent Dashboard, I found myself at the intersection of user needs, user wants, and technical constraints.
Interfacing between a dashboard and mobile phone involves many reliances on privacy-related permissions and security limitations. Over the course of this project, I found myself having to find ways to deliver on user needs inside of the scope of technical restrictions.
Interfacing between a dashboard and mobile phone involves many reliances on privacy-related permissions and security limitations. Over the course of this project, I found myself having to find ways to deliver on user needs inside of the scope of technical restrictions.
