Problem

When joining Pypestream's product team, my first task was to grow and maintain their Pype manager software consistently. This work consisted of sorting, prioritizing, and executing on daily product request from our Customer Experience team. Our CX team represented our customer's needs and wants. We needed to pick the right product request to work on so that changes could apply to more customers than just one.

Pype manager

Pypestreams customer service platform consisted of four core products. Their Pype Manager is a CRM tool that provides an agent to customer chat portal as well as it creates dashboards with both customer and agent data. Below you can see my process when iterating and improving on it.

Doing research and competitive analysis

Before executing on product specs given to me by my Product manager, we would run quick competitive analysis on existing products in the market. Defining the basic needs, and Ideating new ways to improve experiences when compared to the norm. We would end off by performing a series of user acceptability test (UAT) sessions with our CX team who represented our customer needs and wants.

Overview page

Our overview page was a dashboard for Admins to keep track of both Agents and Chatbots performances throughout the day. We also needed to create an Overview page for Agents to be able to keep track of their conversations from a top-down perspective.

Multipurpose chat history cards

Tasked with creating a chat history function for the agent to customer chatroom. I decided to design a multipurpose solution, After brief research and competitive analysis. I knew this data would be needed elsewhere, so I decided to execute the design with expandable card based chat history tickets. When expanded past chats would be shown with a grey color scheme to differentiate from the current conversation on the left.

The ever-growing admin tab

The admin page was one that was always changing due to the constant flow of new feature request from customers. Whenever a new feature set was added to the platform, our go-to location was the admin page.

Supervisor concept

Supervisor roles was a feature requested by our customers. This new position would act as a level above admins. They would have access to all agent and admin data, as well as they had the ability watch agents as they talked to end users and whisper to them in private chats helping them with issues on the fly.