Customer Identity Management Tool

Customer Identity Management Tool (CIMT)

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ROLE: UX/UI DESIGNER

TEAM: 3 designers (design lead, senior designer, and myself)

TIMELINE: 12 weeks

APPLICATION: Figma

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THE GOAL

Create an integrated Agent OS tool that enables support agents to quickly find identities (usernames) and mailboxes (emails). To bring CIMT functionality into Agent OS for agents to use instead of navigating outside of Agent OS to the CIMT tool. We focused on identity transfer and identity creation functions that are used today in the CIMT tool.

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RESEARCH

I worked with the research team to gain insights on our target users. Call tracker data was used to determine that internet had some of the top issue categories with the highest call percentages. The top causes selected were related to login issues, no connectivity, and email/webmail. The top issue resolutions were customer education related to username/password and service(s). A Lightning demo was done to look at competitors and or any examples to find inspiration before sketching.

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DESIGNING

SKETCHES

A few sketches done during a Crazy 8's sketch exercise at the beginning of our sprint.

‍BLUESKY MOCKS‍

After sketching and collaborating with the greater team, the design team came up with scenarios and created high fidelity bluesky mocks to prepare for user testing.

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USER TESTING

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THE USERS

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5 (45 minute session) user tests were conducted with agents trained in the following areas:

• Residential Internet/Voice Repair
• Residential Video Repair

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After user testing we took the feedback, takeaways, and recommendations provided by the research team to make the necessary changes for the the MVP iteration.

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‍MVP MOCKS

NEXT STEPS‍

- The MVP mocks will be going into production in a future release

- Another iteration will be done to hopefully include some things that were cut for MVP during reconciliation