The Problem
The Radmin dashboard starts as a blank slate and only populates data after a user query. This initial emptiness presents a missed opportunity to immediately provide customer service representatives with valuable information.
Home
Search performed
The Challenge
How might we provide an efficient way for customer service teams to find what they are looking for?
User Interviews
I conducted interviews with two users from the customer support team, observing their navigation patterns and identifying pain points with the Radmin Search Page. I also collected their explicit suggestions for improvement.
Key Insights:
User Persona
From these insights, I developed a persona, Alex, who represents the typical frustrations and needs of the customer support team.
HMW Questions and Solution Goals
Based on the persona and user feedback, I formulated several "How Might We" questions to guide the redesign:
How might we optimize the search page to immediately display relevant customer data and streamline response times?
How might we enhance the dashboard's filters to quickly identify and manage specific application issues?
How might we integrate alerts and indicators to preemptively address customer issues?
My goal was to maintain platform cohesion, ensuring that any new designs were intuitive and leveraged the existing design system components.
User Flow
I brainstormed potential workflows for the revamped search page, focusing on integrating new features that directly addressed the users' pain points.
Workflow
New Features
Initial Iteration
I then developed initial design iterations that incorporated the users' needs.
Key Features:
Quick Access to Recent Searches: Users can now easily view recent applications they've searched, including those marked with hold statuses.
Prominent Security Icons: Applications requiring extra security measures or restricted self-service are indicated with icons.
Enhanced Filters: Users are able to refine search results by status, state, and product type.
User Testing and Feedback
User testing involved having Madison and Nila interact with an initial prototype. I also collaborated with a developer and another designer to ensure the feasibility and effectiveness of the new features.
The feedback led to several design modifications and confirmations:
Security Icon: Removed due to feasibility concerns.
Search Enhancements: Direct search capabilities by state and product were introduced, simplifying the user journey.
Recent Applications: Confirmed to display the most recently searched applications.
Hold Indicator: Defined a 'hold' status to indicate applications requiring ID verification.
Navigation Tab: Implemented two tabs— one for recent applications and another for general search—due to technical limitations.
Final Design
After several iterations informed by feedback from both users and developers, I developed a high-fidelity prototype that showcases the new features.
Homepage Enhancements
The homepage now actively displays recently searched applications. Additionally, users can refine their searches using filters for state and channel.
Automatic Search Transition
When a user makes a search, the interface automatically transitions to the search tab.
Design Meets Development
Working with a developer showed me how crucial it is to balance creative designs with practical constraints. I realized that technical limits often shape what features we can actually implement. Even if the solution isn't perfect, it's all about delivering the best possible outcome for users within those boundaries.
Check out my other projects! ↓
