Increasing Customer Satisfaction
At Omnicell, my role as a principal designer was to increase consistency and improve user experiences across digital platforms and physical products for the IV Compounding line of business.
Early in my tenure, I noticed low customer satisfaction (CSAT) numbers related to a specific part of one platform. Due to a security breach, the Analytics product access had changed. Yet, the link remained on the landing screen which to most folks seems small but it was aggravating to customers for a number of reasons.
Upcoming sprints didn’t include addressing this design-related item as they were perceived to be more effort than the engineering team had capacity for. I begged to differ.
I proposed two possible design solutions, drafted some content for the page to be added and wrote user story details then forced it into the next sprint. I communicated with the product manager and as a team, decided that making some of these small design changes wouldn’t risk our release timeframe.
About 30 days after implementation, we saw an uptick in CSAT numbers directly related to those design decisions. There was also direct customer praise for addressing these items that had previously been neglected.