Case Study: Streamlining Associate Collaboration with Annotatable Settings Changes
Project overview
Role: UX Visual Designer
Team: 1 PM, 1 Engineer
Timeline: 4 months
Tools: Cases Admin, Figma
Summary
The ability to annotate settings changes is crucial for Admins working on the same draft version within Cases Admin. Without this feature, collaboration among Admins and communication with stakeholders must happen offline, making the process less efficient and more time-consuming.
Problem Statement & Context
The Problem
The Cases team recently introduced enhancements to improve admin documentation, especially during production deployment. While these updates addressed key pain points, collaboration remains a challenge.
Currently, Admins can add descriptions and bug IDs for deployed changes but lack similar fields for drafts, making teamwork harder. Allowing annotations on draft changes would improve documentation, streamline collaboration, and help stakeholders quickly understand and act on updates.
Why It Matters
Lack of annotation fields for drafts hinders teamwork & collaboration.
Allowing annotations on drafts would:
Improve documentation.
Streamline collaboration.
Help stakeholders quickly understand and act on updates.
Research & Insights
User Research
Conducted 5 usability tests, and interviewed 12 users.
Worked with UX Researchers to facilitate watch-parties to identify barriers & opportunities.
Ran opportunity solutions tree workshops to explore & prioritize solutions.
Key Insights
Tracking changes: Additional tools are needed to track changes, and document the reasoning behind it.
Collaboration difficulty: Currently Cases Admin does not contain collaboration tools, external tools are needed to collaborate.
Impact of changes: Difficult to understand the impact of changes, and who is notified when changes are implemented.
Ideation & Exploration
Brainstorming & Solutions
Provide descriptions for changes: Provide rationale for settings changes.
Adding bug IDs: Ability to link to additional documentation for settings changes.
Solution & Final Design
Design & Testing
Segmented CTA: The plan was to revise the "Save" CTA into a segmented button. It would retain its primary function for saving settings while adding an option to annotate changes with date, time, user, and details.
Assigning bug IDs: Giving Admins the ability to attach bugs for complex notes
Reflection & Learnings
What worked well
High feature adoption reduced the need for multiple Admins to monitor individual support cases.
Admins perceived the designs as highly intuitive and effortlessly navigable.
What could be improved
Exploring annotation history to support high-touch cases for collaboration.
Identify additional opportunities to tag individual associates or teams for collaboration.
Conclusion and next steps
Track progress of feature adoption, and conduct follow-up user interviews during rollout.
Identify additional opportunities from Support Admin feedback.