Supporting the agents
A platform refresh for hand tool customer support.
Support redesigned to get the job done
Get the details fast
A compact details panel provides quick access to crucial information directly in the case.
Fix your mistakes
Each order has a 15-minute buffer period. Support can cancel any order as needed.
Share knowledge
Notes allow agents to quickly communicate background on suspicious customers.
WHY?
This customer support platform was suffering a death by a thousand cuts.
USER 1
USER 1
I can hear the ringing notification, but there’s no way for me to get to the chat on mobile.
USER 2
It seems like almost every customer is marked with “caution.” I don’t have the time to figure out why, I just ignore it.
I
USER 3
It's so hard to investigate potential fraud. I don't have any the context.
USER 4
I’m constantly jumping between different platforms to get the full picture.
I need so many windows open, that I can’t work remotely. I need two monitors.
USER 1
I can hear the ringing notification, but there’s no way for me to get to the chat on mobile.
USER 2
It seems like almost every customer is marked with “caution.” I don’t have the time to figure out why, I just ignore it.
USER 3
I can hear the ringing notification, but there’s no way for me to get to the chat on mobile.
USER 4
I’m constantly jumping between different platforms to get the full picture.
I need so many windows open, that I can’t work remotely. I need two monitors.
USER 1
I can hear the ringing notification, but there’s no way for me to get to the chat on mobile.
USER 4
I’m constantly jumping between different platforms to get the full picture.
It’s wasn’t hard to see why
A haunting chime
The UI was distracting and inflexible. On mobile, agents could hear a looping chime for new chats but couldn’t open them.
The status who cried wolf
The system tried to automatically flag “caution” customers. However, it’s threshold was so low that every agent ignored it.
Cancellation scramble
Orders could be canceled within 15 minutes periods. To cancel order placed at 3:59pm, agents had only seconds to do so.
The design pillars
1
Collaborative iteration
I collaborated daily with support agents, developers, and leadership for iterative feedback. Often swinging by offices or setting up group meetings to compare ideas, walk through prototypes, and test solutions.
Data overload sensitivity
A primary challenge was incorporating large amounts of customer and case data while maintaining a clean and accessible UI that support agents could stand to look at all day.
Branding vs. usability
I needed to tone down Tekton’s bold branding to prioritize readability and function in an information-dense environment.
Responsive design
Ensuring the platform and information worked seamlessly on desktop, mobile, and everything in between.
What's next
I delivered a fully revamped UI with features tailored to agent workflows, focusing on efficiency, collaboration, and data visibility.
Developers are now working on system architecture based on the final designs. We expect to user-test a working prototype within a month.
We expect streamlined workflows, reduced friction in managing cases, and improved fraud detection processes will enhance agent productivity and customer satisfaction.
Team
Olivia DeVries – Project Manager
Me — Design Lead
Olivia Prusinowski — Icon Design
Charles Kornoelje — Developer Lead
Lia Gelder — Developer
Duncan Van Keulen — Developer
Taylor DeJonge — Support Lead
Company
Tekton
Discipline
User research
User experience design
Interface design
NEXT
