Internal service for digital magazine editors to answer clients questions
During my work in the publishing house I solved a lot of problems on the design of internal services. Unfortunately, not all of them I can show, but about this one I will tell in detail.
Research and designing workflow
First, we held a series of interviews with the editors — the future service users, and developed workflow project from the ground .
Inventing questions lifecycle circuit in the service, we were able to focus on creating an interface that would help tasks seamlessly move from one status to another, before putting them in the archive.
Part of scheme of questions lifecycle circuit.
Creating user interface
As several editors may workwith questions, we have made a general list of new questions, where editors can assign it to themselves. Once the editor has started working on the answer, the question is assigned to him and visible in the system only to him and his supervisor.
Thus, each editor only sees new questions, and a list of questions related to him, and his manager can view all questions treated by his department, or specific employee.
List of the new questions in service.
When someone opens a question, its temporary locked, to prevent several people start working on same question. When question assigned to editor, it's gone from the "New" section.
Going through the question life cycle
We made a number of lists in the left column. The question is moving between the lists during the process of response, until it gets to the archive, e.g: "assigned to me, needs action" or "assigned to me, awaiting for the client".
So it is always visible how many questions there are in each section, and status and location of the card is changed automatically according to editor's actions.
Here is how it works:
While making the service we tried to create not only a single point of interaction with customers, but also really comfortable working environment which saves the editors time, and allows them to work more efficiently.
Here are a few details:
We have sought to make the interface invisible.
So, if the editor responds, or asks clarifying questions to the client, the assignment of the question and it's relocation between lists occurs automatically
To better understanding of customer's needs, and the context of his question, editor can look to the details from CRM, without leaving the question page.
Some actions can be automated to save time.
E.g., if it's necessary to refuse to reply to the client, the editor can select the text of the refusal from the saved templates.
Presenting and introducing to users
After the launch of the service, I had several meetings with users of the system to provide them a new workspace, as well as show how to use the service to make their work easier and more enjoyable.