Developed user flows and a comprehensive user support guide for Loblaw Technology.
Product Analysis:
Note: Specifics are not included as they are company property of Loblaw Technologies.
Problem Identified: New blood pressure machines (PC health stations) being developed but no clear structure on
customer support.
KPI: 100 views of the support guide. Issue tickets are assigned to the correct team.
Goals:
Develop customer support flows for each path of issues identified, from customer, pharmacist, etc.
Create a comprehensive support guide including the escalation flows, contact information, FAQs.
Design a confluence page for the project with current project updates, the support guide, and team information.
Learn the software development cycle.
Role: Product Analyst.
Technologies Utilized: Jira, Confluence, Gliffy.
Example User Journey:
A customer identifies an issue with the blood pressure machine.
The customer finds the builders information online and calls them.
The support team documents the issue and collects customer information.
The support team creates an issue ticket on Jira and assigns it to the correct team based on the issue - IT, the builder, etc.
The team assigned fixes the issue and closes the ticket, along with letting the support team know it is closed.
The support team may reach out to the customer if they requested to acknowledge the issue has been corrected.
The team assigned documents how to solve the issue for future use if it is reoccuring.
Development Journey:July, 2022:Problem identified. Started developing over 20 user flows, edited and improved them. Support guide document in progress.
August, 2022: Support guide and Confluence page updated and completed. Presentation to the team.
Learnings:With additional time and resources I would have liked to understand metrics on the following:
Examine issue tickets arising after support guide deployed and see if proper flows are being followed.
Continue updating the page.
Challenges:
Over the course of the project, some challenges I encountered were:
