Dealer Configuration Website
UX/UI Design
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While the 2021 real estate market experienced record highs in buying and selling, Clare also experienced a large increase in calls due to users needing to change the primary account contact for our security systems. The process that dealers had to endure in order to change a primary contact for an address was extensive and complex. Both customers and dealers would contact customer support for assistance in transferring an existing security panel account to a new homeowner. This was taking a toll on the business and frustrating both our dealers and customers which led us to come up with a solution.
One of the biggest challenges our team faced was being able to implement a solution in a short amount of time in order to reduce the amount of calls that were being created due to this issue.
I collaborated with the web developers to ensure we could use a material design component which would allow us to implement the process much sooner for our users.
As the lead UX/UI designer, I was brought on to create the best possible solutions at Clare. I worked with the head of Customer Support and several of our dealers in order to ideate a seamless solution to this experience. During the design phase I worked closely with our developer team to ensure they were able to deliver the design during the set of sprints.
After discussing the best possible solution with the UI developer, we concluded that using a material design component would allow us to quickly deliver this solution to our customer support team during the allotted sprint time. I spent time researching the best possible solutions using existing Angular Material Components. We found that the Angular Material component called a “stepper” was the best component to communicate our solution process via the FusionPro website.
The developer handoff process was fairly simple as we had been communicating weeks in advance in regards to the Angular Material components and had also reached a design decision as a team. As for the user flow, I created the UI screens with the designated content for that step in the process of the stepper component including any pop-up components.
Our customer support team is now able to spend less than five minutes transferring a system to a new primary contact using the new stepper we designed. Thanks to our solution, dealers are taking the proper precautions to transfer an existing system to a new user. The new implementation has saved the business both time and resources that would otherwise be spent on solving the issue. It has allowed our Clare customer support team to focus their time on larger and more complicated customer issues.
I learned that sometimes the best solutions can be acquired from existing resources. We continue to research the strongest Material Angular components as we continue to add new features and expand our FusionPro website for dealers and the Clare customer support team.
