PROJECT ROLE
UX Designer
TIMELINE
2016 – 2017
MISSION
Design a customer support module that personalizes shopping experience.
SAP Hybris Assisted Services Module (ASM) connects the customer with customer support and assists them in completing their order. The ASM acts as an interface between SAP Hybris Commerce, SAP CRM and SAP Hybris C4C Solution and hence allowing Customer Support Agents to pick customer’s online storefronts from CRM or C4C solution.
Lo-fidelity wireframes
Hi-fidelity mockups
Some of the challenges about this feature was that the 360 modal itself had too much information for the customer support agent. It would take them couple minutes to analyze the data, therefore, we needed to think about how we can condense the information when an agent is working with a customer in front of them.