Gig Overview: This scope outlines the UI/UX design for the Customer Experience Supervisor's reporting system. The design will focus on improving the supervisor’s ability to analyze customer feedback, manage booking/scheduling, and track customer satisfaction trends.
Expertise: UI/UX Designer
Required Skills: UI/UX Design
Gig Description/Responsibilities:
● Redesign the Customer Experience Supervisor’s dashboard for seamless tracking of customer feedback and satisfaction.
● Create wireframes, high-fidelity UI designs, and prototypes for:
○ Daily Customer Feedback Reports
○ Weekly Customer Experience Reports
○ Monthly Customer Satisfaction Reports
● Design UX documentation including user journeys and accessibility considerations for handling large datasets.
● Design Requirements:
○ Compliance with brand guidelines.
○ Primary Colors:
■ Black: #262324
■ Gray: #4B5054
■ Orange: #FD4F00
○ Secondary Colors:
■ #98D2E1
■ #A1CF81
■ #EFDEA4
■ #BAD77A
○ Typography: Source Sans Pro
A. Channel Performance Report
Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
UI Columns Needed:
● Total Interactions: Count of customer interactions across all channels during the period.
● Interactions by Channel: Breakdown of interactions by communication channel (e.g., Chat, Phone, Email).
● Average Response Time per Channel: Average time taken to respond on each channel.
● Resolved Interaction: Total count of interactions resolved by channel.
B. CCS Report
Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
UI Columns Needed:
● Message Type: The category of messages sent (e.g., Subscription, Minor Fault, Major Fault, Critical Fault, Installation).
● Total Messages Sent: Total count of messages dispatched for each type.
● Last Date Sent: The most recent date a message of that type was sent.
- Check Attachment for table.
C. Obligations Management Report
1. Total Obligations: Total count of all obligations (faults and installations).
2. Pending Obligations: Number of obligations currently pending or awaiting completion.
3. Completed Obligations: Number of obligations fulfilled within the selected period.
4. Overdue Obligations: Count of obligations that have exceeded their due dates.
D. Customer Feedback Report (Customer Satisfaction)
Detailed Report UI: Customer Feedback Report (Customer Satisfaction)
Essential Columns:
1. Date of Feedback: Date the feedback was submitted.
2. Customer Name / User ID: Name or unique identifier of the customer providing the feedback.
3. Satisfaction Score: Numeric score or rating (e.g., 1-5 stars).
General Summary Widget for Customer Feedback
The widget will summarize key metrics from the report, focusing on high-level insights for the supervisor.
Widget Metrics:
E. Number of Feedback Entries Received: Total count of feedback entries in the selected period.
F. Positive vs. Negative Feedback Ratio: Ratio showing customer sentiment (e.g., 3:1 positive to negative).
G. Common Feedback Themes: Most frequent feedback themes (e.g., Product Quality, Customer Support).
H. Booking & Scheduling Report
1. Total Booked Installations/Fault Resolutions: Total count of all booked tasks within the selected period.
2. Completed Tasks: Number of installations or fault resolutions successfully completed.
3. Pending Tasks: Number of tasks that are still pending or in progress.
4. Rescheduled Bookings: Count of bookings that were rescheduled within the period.
System Features and Page Requirements:
● Dashboard with feedback entries, customer satisfaction scores, and booking/scheduling management.
● Filters for daily, weekly, and monthly feedback and performance reports.
● Export functionalities for feedback and experience data.
Deliverables:
● Web designs for feedback and satisfaction report pages.
● Prototypes for customer experience monitoring flows.
Expectations: As a Techo chosen to participate in this gig, we have some expectations.
● Timely Completion: complete each gig within the given timeframe. If the gig has not been completed within this frame, the project will be re-assigned.
● Communication: Stay in touch with the Community Manager for guidance, support and feedback throughout the project. This can be done through the chat box in the My Gigs section underneath the gig description.
● Work-Ethic Alignment: Make a concerted effort to comply with our standards and follow our brand guidelines.
