The Problem

Tags superficially allow you to characterize customer calls to the contact center. For large client companies a more in-depth assessment and elaboration of statistics on the topics of appeals is needed.

Research

I interviewed loyal customers and analysts from customer teams, and it was very easy to figure out the pain points because they were pretty critical at this point.

<aside> 🚨 The pain points were:

  1. Every customer problem can't be one-sided.
  2. There can be the same customer problems, but stem from completely different corollaries.
  3. Every customer problem can have many levels of causes and interactions.
  4. Designers want to use analytics too, but the existing tools are complicated. </aside>

Competitors

Competitors' products are complex systems, they are not easy to use, but some of our customers and potential customers interacted with the patterns in the old systems, so I decided to take into account all aspects of this functionality. I analysed competitors to figure out their best solutions to get as many product ideas as possible.

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Product Ideas

The main product ideas I had were:

  1. Make the product as simple as possible (because I wanted everyone on the team to be able to use it).
  2. Despite the fact that each theme can have many levels of nesting, I have to make each element readable, which if you add highlighting elements, and if you highlight the parent element, all of its children will also have highlighting.
  3. it should look nice and modern. I took into account the practices of modern, convenient services for working with trees.
  4. The product already has a tag section, but what if you improve it and add trees. How would this affect the user experience?
  5. To divide topics into folders-groups. Because one way or another, every problem has a root.

First hypothesis

Extend the tagging capabilities (Tagging section) by adding nesting levels (mother-son tags).