Service Design _ Soporte Crítico

Soporte Crítico is a company that monitors electronic devices and servers of other companies.

THE BRIEF

The Network Operation Center (contact center department) has overgrown in recent years so Soporte Critico requested an internal analysis of this department, on how they are doing their daily tasks and the service to the end user.

FINDINGS

To begin the analysis of the NOC, we compared what they told us about what this department was doing, versus what officially task diaries say they do.

The Agents of the NOC documented for us every task they did on their shift (for a couple of days) so then, we could get some data from it, and from the task diary we discovered that :

  1. 33% of the agent’s time was spent on other tasks than the official ones of the department.

  2. They were doing 16 tasks more, not officially documented as their responsibility.

From the task diary, we also could differentiate between the 2 time shifts (daily and night) and their type of to-dos. We identified that the task types had 2 main purposes: the PROACTIVE and the REACTIVE ones (since they are a contact center, many calls are urgent cases to delegate or fix)

The NOC is not an island: and with the workflows, we could visualize the channels with other departments that were not clear.

During our Heuristic analysis, we gather all the material the agents sent to end clients, and we found: different email signatures (not well branded), missing templates for emails (very confusing to read and to understand, on top of the technicality of the topic).

👉 I worked on this project under HowellHutt Design Studio, in collaboration with another UX Designer.

RESULT

As a result of our internal analysis, we recommended to create new roles and rearranging some tasks.

Also, we gave them some email templates for the frequent type of replies to the customers (that we identified).

We realized that the NOC collected a lot of information about the devices, the clients, and the type of incidents, but then, how to transform this data into useful information: for example as a projection of the devices maintenance, and planning of the inventory.

“ Many companies try to create a great customer experience. But few are willing to make the changes necessary to deliver on that promise.” - User Experience revolution -

After all, we have observed and analyzed, we created a complete document with our process and findings. A series of recommendations (like the ones mentioned), categorized by type and urgency. Plus a work plan to let our client know where to start.

We were able to make it clear that the NOC had to be restructured.

image 1 . task diary

image 2 . tasks for shift

image 4 . flowcharts. Task flow

image 3 . NOC Journey Workshop

image 5 . New roles needed

image 6 . next steps plan

Methodologies for this project:

Heuristic analysis | Task diaries | User interviews | Team Workshop | Flowcharts | Clients Survey | Data visualization |

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