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Improving member support with a Ticketing feature
Prospa (Ticketing)
Mobile and Web
2022
About
The Prospa Ticketing System is an internal tool/product focused on helping us better serve and resolve any issues our members may be experiencing. The main objective is to empower Internal Units to resolve member’s potential issues & pain points efficiently and reduce our company running costs.
Background Overview
As a business banking solution that provides financial services to thousands of business owners, customer support is essential to our success. However, we were facing several challenges with our previous support system such as including long wait times, slow response times, and a lack of visibility into our members' real issues. To improve our customer support, we decided to design a ticketing support feature that would better meet the needs of our members and our support team.
My Role
My role included: Leading the design of the Ticketing system on our mobile app, webapp and support dashboard, Collaborating with stakeholders to understand user and support, Overseeing the implementation and testing of the new system
Design Process
User Research
We started by identifying the pain points our members were experiencing when using our support system and also interviewed our support team to understand their challenges and how we could better support them. To ensure the new ticketing system addressed the specific needs of both members and support staff, a user needs assessment was conducted. This involved gathering feedback through surveys and one-on-one interviews to understand user preferences, priorities, and expectations regarding support ticket management.
The Problem
Prospa’s previous support system was inefficient and not cost effective in the long run, causing frustration for both our members, support team and the company. Also, It wasn't tailored to cater to the specific needs of our members, which means we were not solving their pain points as quickly as possible or their pain points as efficiently as possible. We realized that we needed to design a new system that could better meet the needs of our members and support team
User Persona
I had to create personas for both members and support staff. For members, this involved gathering data on demographics, behaviors, and support interactions. For support staff, I collected data on roles, responsibilities, and challenges
Project Goals
Reduction in member complaints
With the ticketing system we aimed at reducing overall member complaints. As we resolve user pain points, we would optimize our FAQs to better reflect the more common pain points at our product stage, reducing the need for tickets to be opened.
Faster ticket response time & resolution time
With this feature in place, we are aiming that both times; response and resolution time, would be as short as possible. This would help increase the speed at which we solve our member’s pain points
Member satisfaction
With the ticketing feature, the goal was to bring about general member satisfaction by making sure the flow of lodging complaints and receiving solutions are very simplified
User Journey mapping
Wireframing and Designs
The wireframing process involved translating conceptual ideas into tangible designs by creating low-fidelity representations of the user interface and layout. It began with a thorough understanding of user requirements and business objectives, derived from extensive research and analysis
Features
A comprehensive FAQ knowledge base to help members find answers to common questions.
A user-friendly interface for submitting and managing tickets
Real-time updates on ticket status
Implementation and Iteration
Oversaw the implementation process, ensuring a phased rollout with rigorous testing to address any potential issues.
Results
Reduction in average response times for support tickets
Reduction in support-related expenses
Business Impact
Reduced Operational Costs
By streamlining support processes and improving efficiency, the ticketing support feature contributed to cost savings for the business
Increased Retention and Loyalty
Enhanced support experience and timely issue resolution contributed to improved member retention and loyalty.
Competitive Advantage
The implementation of the ticketing support feature positioned the business banking solution as a leader in customer support excellence, setting it apart from competitors.
Key Learnings
User Empathy Drives Success
Understanding the needs and pain points of both members and support staff is essential for designing a support system that truly meets their requirements
Change Management is Crucial
Implementing a new support system requires effective change management to ensure smooth adoption by support staff and members
Continuous Improvement is Essential
Regularly gathering feedback and monitoring system performance allows for continuous improvement, ensuring the ticketing system remains effective and aligned with evolving needs
