Evolving customer care apps through storytelling
I managed a team of 16 designers in the US and India to maintain and innovate across the suite of Dynamics 365 Customer Service products. Previously, UX was not at the table for strategy and planning meetings. I brought a critical skillset that changed the culture and relationship between UX and the rest of the product team: Storytelling.
I created a 2-year strategic video for a meeting with Gartner that went beyond the typical 6-9 month horizon. Gartner returned for a follow-up meeting for more details. The net result was, for the first-time, a positive shift in Gartner’s Magic Quadrant positioning Microsoft as an innovator.
More importantly, the videos played a key part in aligning stakeholders within and outside the product team. By proactively meeting with UX teams outside of Dynamics, I was able to learn about capabilities other teams were building and introduce them to leaders on the Customer Service team.
Scenes from the strategic video which opens by:
Identifying the vast amount of information available to CS agents
Creating simplified scenarios which reduced work for agents
Integrating new AI capabilities (e.g. case summarization), and;
Bringing it all together in case overviews.
Redesigning a legacy app with a more future-proof approach
The Customer Service workspace redesign provided the opportunity to completely rethink our offering and unify the older workspace with the newer Omnichannel product. We simplified the navigation for the out-of-box experience but added more controls for customization.
Scaling UX information architecture
Although I had joined to leave the SET team, I reached out to the Customer Care Apps team, this time as an individual contributor, to re-architect and scale the CS admin center to become a unified admin center across all Dynamics 365 products.
Given the complexity of managing enterprise software (various licenses, bundles, user roles, and customizations), we needed to revamp the CS admin center to create a more scalable solution. We proposed and revised a new information architecture through several rounds of user testing. After realizing that admin users rarely visit most settings, we optimized the landing pages to include more in-product guidance such as descriptive reminders, high-level settings and potential next steps.