Overview

GoMyDesk is a customer service platform designed to help businesses manage customer interactions seamlessly. With features like real-time chat, automation workflows, and a centralized dashboard, GoMyDesk enables teams to respond faster, streamline support processes, and enhance customer satisfaction. The platform ensures businesses can efficiently handle queries while maintaining a smooth and intuitive user experience.

[Industry: Customer Service] - [Platform: Web Application] - [Timelines: 65 hours]

We need a centralized customer service platform that allows businesses to efficiently manage conversations, automate workflows, and improve response times to enhance customer satisfaction.

Our Role: Our role was to design an intuitive and efficient interface that allows customer service teams to navigate conversations, automate repetitive tasks, and optimize workflows with ease. We focused on ensuring a clean, structured layout, making it simple for users to track conversations, manage support tickets, and improve efficiency through automation.

Problem 01 Slow Response Times Customer service teams often struggle with high volumes of inquiries, leading to delayed responses and frustrated customers.

Solution 01 GoMyDesk’s Chat Inbox and Automation Workflow streamline communication, ensuring fast response times by prioritizing messages and automating repetitive tasks.

Problem 02 Lack of Centralized Management Businesses find it challenging to manage conversations across multiple channels, leading to miscommunication and lost customer requests.

Solution 02 The Dashboard provides a centralized hub where all interactions, support tickets, and automation logs are tracked, helping teams stay organized and improve customer service efficiency.

Problem 03 High Workload on Support Agents Agents spend too much time on repetitive queries, reducing their ability to focus on complex customer issues.

Solution 03 The Automation Workflow handles routine tasks like sending confirmations, assigning tickets, and providing basic responses, allowing agents to focus on critical support issues.

The research process is the foundation of any successful design project. By understanding the needs, challenges, and goals of both users and the business, we can create solutions that are both effective and impactful. This process involves a series of key stages that guide us toward a well-informed design.

Stages [SWOT analysis] + [Business Analysis] + [Map] + [Userflow]

A user flow outlines the steps users take to accomplish tasks within the product, ensuring a smooth, logical, and intuitive experience from start to finish.

In the wireframing stage, we create low-fidelity sketches or prototypes of key screens, focusing on layout, structure, and functionality without the distraction of visual design. This allows us to test and refine the user experience early on.

In this stage, we build a design system that includes reusable components, style guides, and patterns. This ensures consistency across the product and makes future updates easier to manage.

At this stage, we focus on developing and integrating the features defined in earlier stages, ensuring they function as intended and meet the user and business requirements.

The final stage involves handing off the design to the development team, providing them with all necessary assets, specifications, and guidelines to bring the design to life seamlessly.