Project definition
Main objective
Design reports containing data visualizations that provide data about the performance of executives in customer service, proposing relevant KPIs for executive team supervisors to track.
Ensure that the KPIs and data visualizations are understood by all executives so that they take these metrics as a reference in the improvement of their service performance.
By generating a PDF report which is automatically mailed to each executive, a higher report reading rate will be achieved. This was proposed since e-mail is the main contact channel for executives, both internally and externally.
Project development
Prior interviews with executives and supervisors of teams of executives were considered.
Required research for this project was performing ethnographic observations of groups of executives working in customer service branches.
Ethnographic observation: Main objective
Identify executives' daily work dynamics.
Specific objectives
- Determine main customer cases to be addressed daily by mail.
- Know which daily objectives they must meet during their workday.
Report design
For the first proposal, a test was carried out with printed reports and real data on executive mail management.
Reports were taken to a bank branch, given to each user, and the report usage dynamics were observed. At the end of the day, feedback was collected from these users.
By analyzing the data collected, conclusions were drawn and relevant insights were obtained to generate a final proposal.
Designed product measurement metrics
To measure the product's activation with users, the following measurement indicators were proposed:
- Mail opening rate
- PDF download monitoring
- User feedback through the company's support channel (Salesforce tickets)
- Qualitative feedback from customers and users in follow-up meetings
