Support desks have become one of the essential mediums for solving customer problems in businesses in the shift to digital-transformation era induced by the pandemic . Jira Service Desk is a platform that helps businesses and organisations efficiently handle customer queries through various channels in a systematic manner. This project aims to understand the processes that connect customers with their support providers in the context of enterprise service management. It focuses on investigating the needs, pain points, and preferences of customer service personnel and their customers whether internal or external to an organisation.
The project specifically centres around the asynchronous channel of help-seeking, which is the customer service portal. The research approach involved both secondary research to examine the current state of the system and primary research to delve into the behaviours, sentiments, and experiences of customer service providers who configure a self-service experience for their end-customers.
Based on the insights from the research, the project proposes design interventions to address the identified opportunity areas and aligns with the organisational requirements of customer needs with the objective of providing richer engagement. The main aim was to conceptualise and design an ideal and enhanced customer support portal that offers authentic, trustworthy, and transparent solutions to help-seekers when they serve themselves.
This graduation project provided practical experience in designing for the help-providers working behind the scenes in customer service for businesses. It highlighted the importance for delightful help experience throughout the customer journey, which ultimately leads to service satisfaction and a fulfilling experience.
