*Due to confidentiality, I am only able to share high-level details of the project without disclosing specific designs, processes, or proprietary information.
Product Designer.
3 months
Development team, Training team, Fulfillment management
Internal teams outside of the customer support organization that maintain direct communication with customers.
Customer Care teams and internal teams outside direct customer support don't use the same platforms. Internat teams outside support need raised permissions and toggle between platforms in order to log customer interactions. These teams needed a way to log direct customer interactions from Jira into the CRM without needing elevated permissions.
By reducing toggling between tools and improving security, this Jira Connector app enhances efficiency, prevents potential data breaches, and ensures critical information is easily accessible. The tool has now been adopted by all internal teams who engage with customers via Jira Service Desk.
Some teams used disconnected platforms in their customer-facing roles. These teams had no visibility into each other’s systems, which led to communication gaps, inefficient handoffs, and fragmented customer experiences.
When a customer called the care team, for example, there was no straightforward way for that information to reach the design team. This disconnect increased the risk of repeated calls, miscommunication, and lower NPS scores.
Research was twofold. On one side functional and on the other, design-related:
Findings indicated that teams were more comfortable using Jira, so the design leaned into familiar layouts and interactions from Jira’s ecosystem.
Started with low-fidelity wireframes that reflected both technical feasibility and user expectations. These were shared with internal teams for quick feedback loops. Developed high-fidelity prototypes and conducted real-time feedback sessions through demos with relevant teams. Prioritized clarity of information source and user intent. Such as making sure users always knew who logged the note and from which platform it originated. Designed onboarding screens to introduce the tool’s purpose and functionality, setting expectations early and minimizing training effort.
Rolled out internal demos with a guided walkthrough and provided a Slack channel for immediate support and feedback. The feedback was overwhelmingly positive, with teams quickly adopting the tool due to its intuitive interface and functional value. The product’s design ensured case notes were distinguishable from internal comments, and mirrored in both Jira and CRM for consistency.
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