Support system design for agents of Wonder Airlines- for better customer queries resolution
Overview : Optimize customer service experience by enabling agents to efficiently handle customer
queries and resolve cases promptly.
Role : UX Research, UX Design, Wireframing
Tools : Figma, Adobe Illustrator
​
Context : Conceptual Project
Wonder Airlines
Scenario
Customer service at ‘Wonder-Airlines’ is known to be of the top quality in commercial airline business. The people behind it are agents listening to their customers from all channels and responding to them swiftly with their issues be it Check-ins, tickets, travel, FAQ, Baggage or SkyMiles.
Challenge
Often agents require assistance in handling an incoming customer query. Common ways of reaching out for help are :
Consulting
other agents
Seeking team
leader’s advice
Looking up a
knowledge base
Artificial Intelligence
for automation
Brief
Optimize the customer service experience by enabling agents to efficiently handle customer queries and resolve cases promptly. Devise a streamlined approach that enables agents to resolve customer cases efficiently, ensuring customer satisfaction and retention.
Target Users
Customer Support agents of Wonder - Airlines
End Users
Customers of Wonder - Airlines
Stakeholders
Wonder - Airlines (The Company)
Research
Target User Needs (Agents)
-
​Resolving queries quickly and effectively leading to increased customer satisfaction and loyalty.
-
They need a smoother way to approach different solutions in the shortest amount of time.
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Agents know that they don’t only speak for themselves, but also the airlines. In any situation, they want to keep in mind the airlines they represent.
-
Their direct approaches are – the knowledge base, agent team lead, other agents or an
automated AI system -
Being patient and friendly with the customers, while assuring them of a certain solution.
End User Needs (Customers)
-
If solutions not met, customers prefer speaking to a person, rather than the chatbot-people
would be more reliable. -
Customers would like the ‘airlines’ (agents) to be proactive and inform them about potential
issues, but with a plan in hand. -
Customers contact the airlines only when their goals are not met. If they are reaching out to a
service agent, they are mostly panicked and want a quick solution. -
Customers go through many channels to finally get in touch with an actual agent, which makes their process frustrating, therefore wanting a solution quickly.
-
Customers don’t want to go through several processes, even after talking to an agent. They want their solution right then and there.
General Users' Flow
Findings and their solutions
-
Using one approach (knowledge base, agents, etc.) at once, might not always work for the agents, they need to have access to other approaches at the same portal, at the same time.​
-
Based on a keyword that that the agent selects, an automated AI should provide solutions and links to the queries - So agents can quickly see a solution before moving onto other options.
-
Agents might not be aware of where the majority of queries (baggage, check-in, etc.) come from, which might confuse them as to why several customers complain about the same issues.
-
There should be a way for them to know
where majority of issues come from, so
they are aware and can assure customers they’re not alone, and they have solutions for the them.
-
Agents might also not be aware of the main channels that queries come from, whether they are from just calls or from emails, chats, and social media as well.
-
Agents should be made aware of which
channels the majority of the queries come from, so they can tend to them quickly and easily.
Sketches
Sketches of Dashboard
Sketches of Queries Page
Sketches of Knowledge Base
Mid-Fidelity Wireframes
Tiles for viewing updates on queries, and clickable for quick access to details.
Panel to view areas where most issued are raised, to have idea of what can be improved
Agent name and
profile picture
Quick access buttons, for
immediate information
Chart with information
about customer query
channels (calls, emails,
chats, social media)
Widget informing agents how many queries they have dealt with
Sticky AI chat feature
Dashboard Design
Customer details
Keyword dropdown
option for type of query
AI automated links for solutions based upon keyword selected on above
Panel to see available
agents to contact
immediately
Query actions buttons
to register progress
Sticky AI chat feature to
use when other
approaches don’t work
Queries Page Design
Search bar for looking up queries in the database
Solutions and information for different types of queries
Panel to see available
agents to contact
immediately
Query actions buttons
to register progress
Sticky AI chat feature to
use when other
approaches don’t work
Knowledge Base Page
User Flow
High Fidelity Wireframes
Dashboard Design
Queries Page Design
Knowledge Base Page
Project Learnings
-
When you are unable to conduct research interviews with actual users, the comment sections on research articles and videos is extremely helpful. People give unfiltered opinions which guides you in the right direction.
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Designing in a consistent way can help speed up the entire process.
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Don't overcomplicate and overdesign everything. Sometimes keeping it simple is the way to go.
Other Projects
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