A tool on a larger platform to help support Rackers better assist customers
with adjustments and credits on their account.
Support and Billing Rackers needed a better tool to give customers credits and adjustments. The previous
tool was outdated and not user friendly. That much was clear. It’s design was beginning to show
its age and wasn’t useful for cloud customer adjustments. For cloud customer adjustments and
credits had to be done manually. This took a ton of time for Rackers to get these done.
Researching and interviewing Support Rackers will give insight into the adjustment and credit experience. I will learn how
to close the gaps and create a better user experience which will speed up the process. I needed
to help our customers faster with adjustments. Giving frontline Support Rackers a better tool
to speed up the process will make the customers happy and free up Rackers time to do more run
of the business tasks.
Testing & Validation:
I conducted A/B testing on my designs. There’s no easier way to compare two versions of a application asset, collect results
from your target audience, and identify a clear winner. You change one element on the page or
in the email — or whatever you’re testing — and you push both versions live. At the end, you
know which one performed better.
Low fidelity wireframe of the ACT request form.
Wireframes and Iterations
I used a program called OmniGraffle to create low fidelity wireframes to show an overview
of the ACT form to business. Once the business approves the wires or has feedback, I
edit and meet again with business to get them to sign off on them.
Workflow diagram showing different user flows.
Workflows and Process
I was tasked to come up with workflows. Adjustment and credit tool (ACT) is a complex orchestration
workflow engine in a way. At the surface you might picture or think that it is just a
typical form that you see everyday. There are multiple backend systems and databases
that it has to pull information from. Also there is a Racker’s role to consider, threshold
amounts and approval groups to validate.