Overview

Consoll Internal is a web application, designed for the customer service department at Consoll AS. The primary use of the tool is to handle daily customer cases, including registering a case, finding a case, working on a case, and distributing cases among staff.

The design process consisted of:

• Background research (looking for ideas and inspiration with similar projects)
• Contextual interviews (to understand the end-users current work enviroments and tools currently in use, identify the problems with the current application and the requirements for the new design)
• Iterations of sketches and wireframes (serves multiple purpose: explores user interaction, communicates possible solutions with the developer team and end-users.)

Context

From August 2008 to July 2009, I was employed by Consoll AS as an interaction designer, working with user interfaces for the Web and TV sets, and contributing to various projects concepts, wireframes, user studies and graphic design.

The design of the interface is customizable for different types of users. For example, for the Customer service department manager, a diagram was placed in a prominent place, providing him an overview of the customer cases distribution. While this diagram was taken out from the frontpage for junior staff, allowing them to focus on the working on cases assgined to them.

Another customizable element was the sub-navigation of "customer cases". Above are two variations for Junior staff(top) and second line support with expertise on IP telephony issues (below)

Diagram of the evolution of a case in the process

The visual style for displaying a list of cases, using color codes to display case status.

The status color indication is also a prominent visual element when displaying an individual case and case discussion