Web App * Admin UI * Team Lead * UX Research
To enhance operational efficiency within Engage, our objective is to identify, prioritise, and address critical usability issues through a data-driven UX audit. By conducting in-depth research and collaboration across departments, we aim to streamline workflows, optimise task completion times, and ultimately reduce operational costs while improving overall productivity and customer satisfaction.
Sysnet's in-house customer support software, Engage, serves as a critical component of the company's flagship product Sysnet AIR, managing the support needs of nearly 4 million customers worldwide. However, widespread usability issues within Engage have led to operational inefficiencies, hindering support agents' ability to effectively manage PCI DSS compliance, vulnerability scanning, and subscription services support tickets. These issues, stemming from Engage's rapid development with minimal design input, have resulted in suboptimal task completion times, increased operational costs, and diminished customer satisfaction.
Usability issues
Engage's interface lacks intuitive design elements, making it difficult for support agents to navigate and perform tasks efficiently.
Complexity and fragmentation
The integration of multiple tools and workflows within Engage, alongside third-party software, has led to a fragmented user experience, causing confusion and inefficiencies.
Inconsistent workflows
Support agents encounter varying workflows and processes, leading to inconsistencies in task completion times and difficulty in achieving optimal performance.
Lack of data-driven Insights
Without comprehensive data analysis, the root causes of usability issues and inefficiencies remain unidentified, hindering targeted solution development.
Session Recording Integration
We incorporated Fullstory analytics to record and analyse user sessions, enabling us to focus on high-volume segments and workflows.
Remote Observational Study
Collaborating with help desk leads, we recorded voice, video, and on-screen interactions of support agents using Engage and other tools, uncovering usage patterns and pain points.
Interviews and Focus Groups
We conducted interviews and focus groups with diverse support, engineering, product, and customer success teams to understand varying perspectives and prioritise improvement areas.
Using Fullstory and on-site video recordings, we analyzed task frequency, duration, ROI, and operational costs. This data-driven approach led to the identification of over 40 potential improvements. Through rapid prototyping workshops and collaboration with UI design, engineering and product teams, we developed solutions to address critical issues, focusing on severity, completion time, occurrence frequency, and feasibility.
Narrowing down our list to 18 critical items, we implemented design updates in just two development sprints. The impact was significant: average time on task improved by 37%(based on tasks analysed and redesigned), resulting in potential annual savings of ~4% in help desk operational costs.
Depending on the ticket type, task completion time saw improvements ranging from 10% to 80%. By enhancing Engage's usability and efficiency, support agents could resolve more tickets within the same timeframe, improving overall productivity and customer satisfaction.
This project exemplifies how a targeted UX audit, backed by thorough research and collaboration across departments, can drive substantial improvements in operational efficiency and cost savings.
development sprints
up to, improved time
estimated annual savings
Get in touch on LinkedIn
Drop me an email to anton@lebed.works
