Decreased user time-on-task and increased processed requests
Refund Online Completion System (ROCS) is used by agents to process refund requests. The former database pulled in information from other programs and automated 90% of refunds. Though a small percentage, this still leaves 10,000+ refunds for employees to work manually.
A crucial mainframe transition created the opportunity to rebuild ROCS as R2 and improve the user experience with the goal of making employees more efficient.
I mapped out the user journey of a guest navigating the current online menu to help me identify additional pain points and opportunities for improvement.
Using my research insights and user journey, I came up with possible solutions and opportunities for improvement. I used a feature prioritization chart to help me plan the order of which features to design were most important to users.
If I was working on a team, I would have collaborated with developers and used this chart to decided which features were feasible.
For my wireframes, I used inspiration from websites I analyzed in my competitive analysis. There were no constraints for this project so I was able to come up with creative solutions to test and validate with users.
Assumptions I made:
As the sole product designer, I lead the design process from end to end.
By understanding the goals and needs of the refund employees, we designed an evolved version of their legacy program to include many of their own suggestions that will allow them to do their job more efficiently.
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