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Project

Developing Customer Service System

Project Type

Web Application

Client Name

Worldnet Group Telecom

My Role

  • Requirement gathering
  • Task flows
  • Wire framing
  • Prototyping
  • Usability testing

Challenge

WorldNet wanted to revise its Customer Service System, for its online VOIP Services.

Action

  1. Requirements were captured by me through interviewing business representatives and customer service channel managers.
  2. An important insight of design for the case was revealed by user interview.
  3. I laid the groundwork so I could sketch up the high level task- flow by setting up a 4-level identification logic and the corresponding ,along with the stakeholders.
  4. A detailed task-flow diagram was designed using the high level concepts, which helped to thoroughly design all the cases and scenarios and served as an extremely helpful roadmap tool for developers.
  5. Different wireframes based prototypes and usability test were conducted by me to eliminate all the flaws in the process.
  6. All the wireframes were crafted, all the copy were written by me to provide the detailed annotations for the developers.

Outcome

After the new customer service system was made live, over 6,000 users were able to safely retrieve their account, easing the traffic on the mobile provider and other client service channels. The solution has also been implemented by internet and TV service provider later.

 

Figures are altered for NDA reason.

 

Client Testimonials

  • Have found Ganesh to be very receptive to Client's expectation. His structured approach and eye for detail helped us achieve the desired objectives very fast. His immense patience and high creativity can do good to any brand which needs to stand tall. Wishing him all the very best.

    Ravi K Darbha, Managing Director - Ra Life Care Pvt. Ltd.
  • Ganesh is a supremely gifted creative professional.. I have been seeking professional guidance from Ganesh for over 10 years now on web, web-enabled & graphic design support.

    Ajimon Francis, Brand Valuation Consultant - Brand Finance