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Efficient CX: Simplifying Remote Customer Service Operations
Efficient CX: Simplifying Remote Customer Service Operations
A UX case study focused on improving task efficiency and clarity for remote customer support teams through research-backed insights and iterative design.
A UX case study focused on improving task efficiency and clarity for remote customer support teams through research-backed insights and iterative design.
This project aimed to improve efficiency for remote customer support agents by identifying pain points in workflow management and simplifying their interface for faster task handling. The research process included user interviews, empathy mapping, and usability testing with 5 participants. Based on findings, design refinements led to clearer task tracking and better performance visibility.
This project aimed to improve efficiency for remote customer support agents by identifying pain points in workflow management and simplifying their interface for faster task handling. The research process included user interviews, empathy mapping, and usability testing with 5 participants. Based on findings, design refinements led to clearer task tracking and better performance visibility.
Role: UX Researcher
Timeline: 6 weeks
Tools: Figma, Google Forms, Miro
Deliverables: Personas, Journey Maps, Lo-Fi Prototypes, Insights Report
Deliverables: Personas, Journey Maps, Lo-Fi Prototypes, Insights Report
Reflection:
“This project enhanced my expertise in conducting usability studies and synthesizing qualitative insights. I learned how data-driven research can improve workflow efficiency and decision-making for digital products.”
Find My Representative – UX Research Case Study
Find My Representative – UX Research Case Study
A civic design initiative empowering citizens to connect with their representatives
A civic design initiative empowering citizens to connect with their representatives
A UX research project focused on simplifying civic engagement for Indian citizens. Conducted user interviews, journey mapping, and low-fidelity ideation to identify accessibility and trust gaps in existing platforms.
A UX research project focused on simplifying civic engagement for Indian citizens. Conducted user interviews, journey mapping, and low-fidelity ideation to identify accessibility and trust gaps in existing platforms.
Role: UX Researcher
Timeline: 4 weeks
Tools: Figma, Google Forms, Miro
Deliverables: Personas, Journey Maps, Competitive Audit, Lo-Fi Ideation(Crazy 8's)
Deliverables: Personas, Journey Maps, Competitive Audit, Lo-Fi Ideation(Crazy 8's)
Reflection:
“This project honed my ability to identify accessibility barriers and translate user pain points into design opportunities. It reinforced my belief that empathetic research can make civic technology more inclusive.”
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