Client
Apple
Services
Visual Design
UI & UX Design
User Research
Industries
Tech
Date
April 2021
The Apple Care Department is dedicated to providing top-notch service to customers. To achieve this, they must meticulously track all interactions. However, the previous legacy application used for performance tracking had become too cumbersome, hindering managerial efficiency. It failed to scale the features needed, forcing managers to use workarounds to achieve their performance goals. As the business aims to scale, this issue was predicted to become a significant roadblock.
The Problem
The legacy Apple Care performance tracking app was cumbersome and inefficient, hindering management and scalability. This project aimed to replace it with a user-friendly solution to enhance management, support team performance, and improve customer service.
To address the limitations of the previous system, the next phase of design focused on gathering data through user research and documenting the user journey. This involved detailed interviews and observations to understand the current workflow, pain points, and needs of the Apple Care department. The overall goal was to enable managers to effectively coach their team, ensuring they were better prepared to serve customers. By understanding the user journey, we aimed to develop features that directly supported managerial efficiency and team performance, ultimately leading to improved customer service.
Utilizing Lo-Fi Designs for Early Conversations
To develop the new tool, we used low-fidelity (lo-fi) designs for early discussions, focusing on individual components step by step. These designs broke down the user interface into sections, allowing detailed scrutiny to meet Apple Care's needs.
The simplicity of lo-fi designs enabled quick iterations based on feedback, helping us understand each component's role in the user experience. By balancing detailed focus with a holistic view, we ensured the tool was user-friendly, cohesive, and efficient, enhancing managerial efficiency and team performance.
As a way to help keep accountability and spread best practices, picking one interaction outside of your team is required for managers to evaluate. This is also used for other employees like engineers, legal, and directors.
Team view
Apple care managers want to see the performance of their team members at a high level but also have the accessibility to dive into the details of each interaction. This is to evaluate the performance at a holistic level and provide coaching opportunities for each advisor, which then provides business opportunities for the team.
