The biggest challenge was discovering and prioritizing which data to display and how to organize it in the most clear and efficient way.

To address this, I conducted interviews with 15 agents

During the user interview, I found out that the agents needed to

• give program support to the customers

• manage the customer’s program enrollment status

• manage customer information details

• view the home protection device shipping status

• view the home protection device(s) activation status

I also learned there are many different agent dashboards to manage other programs, but unfortunately, they are not always functioning.

All the text in orange are placeholders

Design Goals and Motivations

Agents are responsible for managing various customer details and providing customer support for the program. To assist these busy agents, I designed this dashboard that allows them to quickly view all the necessary information and efficiently manage the program.

Additionally, I ensured that agents can easily access the dashboard directly from their primary tool.

After I presented my design proposal, the business team asked if it was possible to add the reason the customer left the program.

The IT team and I discussed ways to address this and concluded that adding a program “Unenrollment Confirmation” page would be feasible.

Agents need to answer why the customer want to remove the program

When I presented the dashboard to the Business Analyst, she asked me to add a confirmation message when the agents update the information.

I added the green snackbar confirmation in the right-hand corner, but we learned that the company didn’t have a coherent design system for snackbar messages.

The IT team and I quickly updated all the company’s snackbar messages so that the agents would have a consistent experience.

I also facilitated a design workshop for internal stakeholders.  This research was extremely helpful.  Learning about the business goals and users' needs helped me make an informed decision.