Our old workflow
Our old workflow
1
Converting long forms to Excel
The customer support team records feedback into a long response form, converts that into an excel file which is then emailed to the product team.
1
Converting long forms to Excel
The customer support team records feedback into a long response form, converts that into an excel file which is then emailed to the product team.
1
Converting long forms to Excel
The customer support team records feedback into a long response form, converts that into an excel file which is then emailed to the product team.
2
Excel - to - Jira
Product manager prioritises issues and turns actionable items into Jira tickets for internal use (due to security reasons, cross-team access to Jira is not allowed).
2
Excel - to - Jira
Product manager prioritises issues and turns actionable items into Jira tickets for internal use (due to security reasons, cross-team access to Jira is not allowed).
2
Excel - to - Jira
Product manager prioritises issues and turns actionable items into Jira tickets for internal use (due to security reasons, cross-team access to Jira is not allowed).
3
Keep on looping
As the product team continues to work, they are continuously sent new issues and bugs regardless of their progress.
3
Keep on looping
As the product team continues to work, they are continuously sent new issues and bugs regardless of their progress.
3
Keep on looping
As the product team continues to work, they are continuously sent new issues and bugs regardless of their progress.
(Zoom and scroll around my figjam board)
Summary of what I learnt about my users
Summary of what I learnt about my users
Summary of what I learnt about my users
(Hover on each one to uncover more)
Product Managers
They prioritise centralisation and transparency of task completion to allow efficient management
Product Managers
They prioritise centralisation and transparency of task completion to allow efficient management
Product Managers
They prioritise centralisation and transparency of task completion to allow efficient management
Developers
Each project could have multiple developers working together. They prefer to know each other’s progress to better forecast a completion estimate to the Product manager.
Developers
Each project could have multiple developers working together. They prefer to know each other’s progress to better forecast a completion estimate to the Product manager.
Developers
Each project could have multiple developers working together. They prefer to know each other’s progress to better forecast a completion estimate to the Product manager.
UX Designers
They prefer clear task directions and user requirements to complete designs in an organised manner
UX Designers
They prefer clear task directions and user requirements to complete designs in an organised manner
UX Designers
They prefer clear task directions and user requirements to complete designs in an organised manner
QA engineers
QA Engineers needs to know what feature are ready for testing, as our team prefers to do so in parallel so we can fix bugs right away.
QA engineers
QA Engineers needs to know what feature are ready for testing, as our team prefers to do so in parallel so we can fix bugs right away.
QA engineers
QA Engineers needs to know what feature are ready for testing, as our team prefers to do so in parallel so we can fix bugs right away.
Insights
Insights
1
Centralisation
They get a peace of mind when things are in one place.
1
Centralisation
They get a peace of mind when things are in one place.
1
Centralisation
They get a peace of mind when things are in one place.
2
Cross-team alignment
Know what is already done to prevent unnecessary repeated efforts, and what’s still ongoing.
2
Cross-team alignment
Know what is already done to prevent unnecessary repeated efforts, and what’s still ongoing.
2
Cross-team alignment
Know what is already done to prevent unnecessary repeated efforts, and what’s still ongoing.
Studying Current Solutions
Studying Current Solutions
Some highlights from existing tools
Ensuring transparency with task progress statuses and priority indicators
Promoting accountability through assignee management
Time-stamped activity log and document centralisation
(Samples from an existing management tool called Asana)
Mapping out our User’s Journey
Mapping out our User’s Journey
(Scroll to the right to uncover more)
(Scroll to the left to
uncover more)
1. Users start from an empty Kanban board
1. Users start from an empty Kanban board
2. Selects a task category
2. Selects a task category
3. Fills in high-level details first to allow faster task blocking
3. Fills in high-level details first to allow faster task blocking
4. Click submit to create a task
4. Click submit to create a task
5. User returns to the Kanban board and provides task updates through the task-detail drawer
5. User returns to the Kanban board and provides task updates through the task-detail drawer
1. Users starts from an empty Kanban board
1. Users starts from an empty Kanban board
2. Selects a task category
2. Selects a task category
3. Fills in high-level details first to allow faster task blocking
3. Fills in high-level details first to allow faster task blocking
4. Clicks submit and task is created
4. Clicks submit and task is created
5. User returns to the Kanban board and provides task updates through the task-detail drawer
5. User returns to the Kanban board and provides task updates through the task-detail drawer
Task-Details Drawer
Task-Details Drawer
This was our way to streamline the data input and reduce the form filling for the Customer Support Team.
After back-and-forths with the CS team, we only kept the crucial fields. Each product issue can be submitted as a "Task" and can be managed within this slide-in drawer.
Mason, Product Manager
These forms you’re filling have a lot of unnecessary data, can we shorten and remove some of them
Kristen, Customer Support
We’re already quite happy with how it works. Can we keep it as is?
Advanced Details
Here is where users assign the task to a team member, indicate it's priority and organise related documents. Everything is organised by task to keep things focused and ensure all information is contextually relevant.
Mason, Product Manager
Thanks for the consideration :)
Related Requests
Attachments
Advanced Details
Here is where users assign the task to a team member, indicate it's priority and organise related documents. Everything is organised by task to keep things focused and ensure all information is contextually relevant.
Related Requests
Attachments
Advanced Details
Related Requests
For developers they often have tasks dependent on the completion of others. Here we dedicated a section to centralise related tasks so they can be created and found in one place
Attachments
Task-Centric Communication
To achieve cross-team alignment, we decided to include a messaging / commenting feature on a task-level as opposed to a chat-room approach. This is to ensure the conversations are task focused.
Mason, Product Manager
Heyya Kristen, did you follow up with the customer regarding this feedback
Kristen, Customer Support
Hi Mason, not yet, our team hasn’t heard back from the customer yet
Board switching for added transparency across teams
Task-Centric Communication
To achieve cross-team alignment, we decided to include a messaging / commenting feature on a task-level as opposed to a chat-room approach. This is to ensure the conversations are task focused.
Board switching for added transparency across teams
Task-Centric Communication
To achieve cross-team alignment, we decided to include a messaging / commenting feature on a task-level as opposed to a chat-room approach. This is to ensure the conversations are task focused.
Board switching for added transparency across teams
For my future self
For my future self
1
Test earlier
I wish I got to involve the Customer Support team into the testing process earlier. Not only will I get to improve the product, but if we got their feedback and their willingness to adopt, this could have served as a convincing factor to keep the project going.
1
Test earlier
I wish I got to involve the Customer Support team into the testing process earlier. Not only will I get to improve the product, but if we got their feedback and their willingness to adopt, this could have served as a convincing factor to keep the project going.
1
Test earlier
I wish I got to involve the Customer Support team into the testing process earlier. Not only will I get to improve the product, but if we got their feedback and their willingness to adopt, this could have served as a convincing factor to keep the project going.
2
It doesn’t need to look perfect, but it has to work well
During the development process, I found myself tinkering with the designs and asking developers to make very minor design request. This added to the workload of the developers and slowed down our ability to get user feedback. This is a lesson on task prioritisation and that my requests hinders the over team efficiency.
2
It doesn’t need to look perfect, but it has to work well
During the development process, I found myself tinkering with the designs and asking developers to make very minor design request. This added to the workload of the developers and slowed down our ability to get user feedback. This is a lesson on task prioritisation and that my requests hinders the over team efficiency.
2
It doesn’t need to look perfect, but it has to work well
During the development process, I found myself tinkering with the designs and asking developers to make very minor design request. This added to the workload of the developers and slowed down our ability to get user feedback. This is a lesson on task prioritisation and that my requests hinders the over team efficiency.