Crowdbroo Crowdfunding
Visit Halo BCA
Summary
The Halo BCA Chat project is the creation of a UI related to tools that allow users to contact BCA Customer Support through a chat platform embedded on the BCA website. Users can express complaints regarding the use of BCA banking services, and then BCA's Customer Service will promptly follow up on their inquiries. I created both the live chat widget on website, and also CS dashboard to monitor and analyze chats from customer.
As a UX designer working on the Halo BCA project, my primary task involves designing and enhancing the user experience for a chat platform embedded within the Halo BCA website, ensuring that it is user-friendly, visually appealing, and aligns with the project's objectives and brand identity.
Role
As the only Design Engineer involved in this project, I work hand-in-hand with the Project Coordinator to collect requirements and suggest the most effective experiential strategies.
Scope
User Interface, UI components, user flow, design system.
Platform
Mobile website, desktop widget.
Deliverables
Wireframes, Prototypes, Design System, Visual Design
BCA CS is well-known for its excellent customer service and has received various recognitions for its banking service quality for its customers. Some of their press releases: BCA Receives 15 Awards at Contact Center Service Excellence Award 2019, BCA Receives Customer Excellence Award from Gallup Customer Engagement Survey 2021. One of the services they provide to enhance the quality of their customer service is through Live Chat via the BCA website, where customers can directly send messages to BCA CS agents and receive immediate feedback.
The Product Creation
Objective
The purpose of this project is to enhance customer satisfaction by providing quick responses and effective solutions, instantaneously through customer service, and delivering a positive experience even without direct interaction or verbal feedback from the customer. In line with this, the product designer ensures that all functionalities operate smoothly by providing input on features and user experience. I created a Customer Service dashboard page with various roles available. This project is very important for Halo BCA to maintains relationships with customers.
There are 3 main users in this project:
Customer. They use provided by the embedded live chat widget on the Halo BCA website.
Customer Service Personnel. dfadfdsfsdfs use CS dasboard….. This includes agents, supervisors, and others who directly handle customer complaints.
Dashboard Administrator. This individual has the ability to manage policies, configure the dashboard settings, and view analytics and reports in the CS dashboard. They may or may not be part of Customer Service Personnel.
Live Chat
Firstly, the customers can initiate a chat with Customer Service through the Halo BCA website, accessible on both desktop and mobile devices by select the Live Chat button. Then, the customer is prompted to input their name, email, contact information, and type of complaint. After that, the customer will wait for a moment before an agent provides the first response. The customer can convey various questions, complaints, suggestions, or inquire about services provided by BCA. If a Customer Service (CS) Agent is unable to answer the customer's message, they can escalate the question to their supervisor. Once the conversation is concluded, the customer is asked to provide a rating and feedback regarding the CS agent's service.
Customer Service Dashboard
Role Based Access
Customer Service Dashboard is designed using Role-Based Access Control, which implements role-based access control allowing each user to access only the functions and information that are appropriate to their role and responsibilities within the organization. The users can vary, ranging from customer service agents to top-level managers. Each represents different personas. Customizing the user interface to efficiently help user complete their tasks, can be a challenge, especially as their requirements may differ. I identify the important information and features for each persona, then categorize this information into relevant categories according to their roles and responsibilities. I ensure that the user interface is easy to navigate and information is presented clearly.
CS Agents have the capability to escalate complaints, questions, or feedback from customers that they are unable to address to their supervisors. There is ticket categorization for completed tickets, open tickets, high-priority tickets, and more.
Supervisors, team leaders can assess the performance of CS Agents in terms of response time to questions or complaints, answer quality, politeness, and customer satisfaction. This includes conversation history and reporting systems.
Role Based Access
There are 3 main function of CS Dashboard that serve different needs.
Configuration: Setting policies and user roles for the CS Dashboard.
Monitoring: Track and observe real-time performance metrics and system status.
Analytics: Provide report, insights and data visualization for informed decision-making.
The creation of BCA Live Chat is expected to enhance the quality of BCA customer service and helping to elevate the quality of the brand.