About the Project
Movidesk is a Brazilian SaaS multichannel customer service platform that centralizes communication and enhances support team productivity. One of the crucial features is the option to export data from key functionalities such as reports, tickets, and person-related information. However, many users were facing consistent errors and complaints when utilizing this functionality.
As a member of the team responsible for data exports, our goal was to provide a solution that allowed users to export their data without encountering issues.
Discovery Process
My role in this project was to understand the root causes of the problems users were encountering while using the data export feature. To achieve this, we followed the following research process:
- Desk Research: We gathered existing data about the problem.
- Interviews:
- Technical Team: We interviewed the technical team to understand the origin of errors and the technical challenges faced in data export.
- Customers: We conducted structured 15-minute interviews with 5 customers who had faced issues in the last 30 days.
- Benchmarking: We analyzed how other tools tackled data export.
Based on this research process, we arrived at some important conclusions:
- There was no time period or filter limit for exports, treating all exports in the system the same way.
- Issues occurred when exporting a large volume of data, causing excessive load on our infrastructure.
- Bugs related to data export happened when users tried to export large volumes of data at once.
- Data tools used asynchronous export to handle large data volumes.
Ideation and Prototyping
Building upon the research findings, we proceeded to the solution ideation process, which included:
- Solution Sketch: We created an initial design based on the previously gathered data.
- Design Critique: We held a 1-hour session to collect feedback from other product designers on the designed flows, wording, and accessibility of the solution.
- Usability Testing: We conducted tests with 5 users to validate if the flow was clear and intuitive to them.
- Technical Validation: We confirmed the feasibility of the proposed solution with the technical team.
Outcome and Delivery
After multiple prototype iterations, we delivered a solution that enabled asynchronous export of large data volumes. We implemented scheduled exports during low server load times, allowing for generation of exports without burdening the infrastructure. Upon export completion, users were notified that their data was ready for download. Additionally, we added a screen for users to track the status of their export requests.
With this solution, we successfully addressed the user issues with data export, providing a more reliable and efficient experience.
Learnings and Final Thoughts
This project was a valuable opportunity to learn about the importance of identifying and resolving issues that directly impact user experience. The research-based approach and user validation were pivotal to the success of the delivered solution.
Furthermore, working closely with the technical team allowed us to understand infrastructure challenges and ensure the feasibility of the proposed solution.
I am pleased with the achieved outcome and the ability to provide our users with a more positive experience when using the data export functionality in Movidesk. This project reinforced the significance of placing the user at the core of our design and development efforts, and I am eager to apply these learnings to future design challenges.