Nexus
Nexus is an internal customer operations tool specifically designed to centralise and integrate user and ad data, enabling our Customer support team to efficiently access information and resolve user inquiries fast.
Mission
This tool is an internal initiative that has grown out of our commitment to enhancing operational efficiency and delivering great safety and service for our users, through data-driven solutions.
In Customer Operations, every second counts and impacts both internal performance and customer satisfaction.
In this environment, form really follows function and the interface must be driven by speed, clarity and task completion rather than the conventional aesthetic priorities. That said, usability cannot be compromised.
A strong visual hierarchy, structured layout and intuitive interaction patterns are essential to reduce the cognitive load.
My Role
I’ve been part of this team for over two years as a Product Designer, being the user focused engine in a data heavy and complex product.
Working closely with the Product Manager and engineering team, I’ve helped create experiences that are tailored to an environment that differs somewhat from traditional consumer products. I’ve played a key role in translating user insights into a functioning experience.
User page in Nexus, a data heavy view which I've designed.
A What's New page, a feature driven and executed by me, from idea to finished design.
UX case:
Send Warning
In Nexus, there's a feature where our Fraud Agents can send a warning to users who's been in contact with a suspected fraudster.
The solution we had was not optimal for Customer Support due to too many clicks for the agents to complete a task. After an inquiry from an agent we asked them to record a normal case for them. It ended up taking 21 clicks from start to finish for them to complete the task.
Clicks are in Customer Support world the best way to measure if a task is taking up too much valuable time, since speed is the most important metric for them.
We hade to improve this user flow and I knew we had to bring down the amounts of clicks, but we didn't stop there.
The new user flow created by me in Miro.
What did we do?
At first I had to understand the user flow and improve it.
Through observations and interviews I mapped out their current flow and optimised it.
So what changed? Firstly I made some functionality set as a default, such as a pre pasted user ID in the search field, and made the targets in the search result selected as a default. This saved clicks.
I also redesigned the list in it's whole, making it more compact and saving time to scroll.
I removed a pop over module that was implemented before. This module was in the way of the list, making the agent having to click in and out to make sure all correct tagets where selected. Instead, I designed a new component, a sticky side module that would stick next to the list and follow down when the user scrolled, making the module visible at all times.
After another round of interviews and collecting feedback from the users this became our solution. And the result?
From >21 clicks, down to just 1.
The new and improved user experience, with compact list items and a sticky side modal, optimising the overview of the page and making the user flow more efficient.