The problem

Support reps need a way of viewing case statistics in an easily digestible way because time between cases is limited, and often filled with many tasks that demand attention, resulting in little time to decide on the appropriate next actions to take on the front-line.

The users

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Discovery phase

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The hypothesis

We believe that by providing a more holistic view of statistics and data relevant to frontline support reps via the wallboards, we will create a more productive atmosphere in Support, and foster a better sense of responsibility across the team.

We will know this to be true when we see an increase in productivity in Support, and when reps feel a greater sense of urgency to help the team when cases are piling up.

Ideation phase

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Design phase

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The results

The updates to the wallboard helped the individual Support teams (inbound phone, outbound phone, and web) prioritize actions to focus on hitting SLAs.  These changes were largely successful at achieving the goals of increasing productivity and fostering teamwork.  The changes helped remove the ambiguity surrounding whether we were doing well, and signaled to the team when we were struggling, and needed reps to take action based on the displayed metrics.

This version of the wallboard was live for over a year, until it was taken over by the Zorse team in an effort to build a more reliable solution by utilizing one of our product teams to handle development.  The displayed stats not only provided an impact for Support and Management, but also had an impact on the product department and the executive team as well.  The wallboard was displayed in Product spaces to show the impact of bugs, and how Product’s decisions were affecting Support, while Halligan often used the wallboards to check in on Support’s progress during the day.

Next steps

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