It was time to add a highly requested feature to the HugMe tool.
HugMe is a customer service software. Chat has been one of the most requested features for a while. With the product design team growing, it was time to start working on it.
Throughout the stages of product design, our objective was to understand the market and the different types of audience that would use our product. With that in mind, we could create a competitive product that would live up to the expectations of agents, managers and the regular chat users.
The result is a tool that focuses on the biggest problem of chats today: the quality customer service. It is designed to help agents be more effective and quicker when helping customers.
Define action plan
Plan and conduct benchmark
Plan and conduct interviews
Plan surveys and assist on implementation
Plan and conduct ideation activity
Compiling data and present findings
Initially, we benchmarked
3 types of users
INTERVIEWS AND SURVEY
We talked to HugMe users and regular chat users to understand expectations and important features.
We held an activity with stakeholders to learn how they envisioned the interface of our chat.
PROTOTYPE AND UI
MY OWN VIEW
Though I didn’t work on the official interface design, I decided play around. The result is what you see here.