Blip Desk App
Problem
Customers using the Blip Desk App are increasingly seeking a solution that offers an experience similar to WhatsApp. Our users struggled to find important conversations among many support tickets, and they also had trouble locating tickets that had been opened but not yet responded to.
Goal
Our goal was to find a way for customers to organize their tickets and prioritize their conversations, ensuring nothing would go unnoticed.
Solution
Implement actions on tickets to mark them as unread and pin them to the top of the conversation list.
The actions were implemented as swipe gestures, as our interface was already overloaded with information. This was the solution we found to add value while keeping visual impact to a minimum.
Since this feature already existed in the Web product, we added a property to MixPanel to identify the type of device used when the user performed the action. This will help us correlate feature usage with user satisfaction.
The stories delivered to developers were accompanied by a complete handoff, including usability, behavior, and visual criteria. We also provided documentation to support product internationalization, using DittoWords for content management.
A prototype followed the final design handoff to development, as well as to other departments such as Sales and CX. This allowed us to anticipate user pain points for those who relied on these features to perform their daily tasks.
Continue tracking how often this feature is used, as well as how many users engage with it;
Cross-analyze feature usage with customer satisfaction levels.