About Microsoft Concierge App v2
The Microsoft Concierge App assists store managers and associates in managing their daily appointments. Users can track various appointment statuses, appointment notes, customer notes, and take actions on individual appointments.
I have collaborated closely with Microsoft Vertical Teams to develop Concierge App v2. Building upon the feedback from v1, Concierge App v2 aims to enhance user experience and functionality. It will offer improved capabilities in card sorting and information communication, ultimately enhancing in-store performance and customer relationships.
Role
Project Type:
Desktop Design
Product Designer
Team
Tools
Figma
UX Research Team, Engineering Team, Ecosystem Team, PM
Problem
The current Concierge App's lack of efficiency hampers customer relationships.
Have trouble finding the right appointment.
There is no way to keep track of invidule appointment status.
Associates lack knowledge about the appointment details.
Average customers’ appointment times are over 45 minutes per appointment.
Enhance the efficiency of the Concierge App while also fostering greater loyalty among Microsoft customers.
How might we
Proposed Solution
The current Concierge App's lack of efficiency hampers customer relationships.
Better card sorting feature to organize different types of appointments, and information delivery of individual appointment cards.
Dashboard to track the updates, action items, and daily schedule.
Customer’s info section to help associates have a better understanding of the customers such as purchase history, recent questions, etc.
Appointment Card Design
Stakeholder Presentation
Key findings
Hope to have better data visualization about overall sales, and team performance overview.
Notification for new tasks/last-minute appointments.
Associate daily schedule overview to help assign the appointment.
Final design
Dashboard (Manager)
Users can have quick access to their daily schedule and data.
Dashboard (Associates)
Users can have quick access to their daily schedule and data.
Appointment card/list
Bring the most important info into very top layers to help the users keep track of different appointments.
Card details
Developed different card types and statuses to help both managers and associates to get important info in the first layer.
Appointment details
Help manager and associate to have a better understanding about each appointment by having the updated note, customer info (sync from customer detail page), so users no need to jump in multi-pages to view different info related to the appointment.
Event details
Store managers and associates can have the ability to search for the attendees and quickly chat with the organizers.
Thanks!!!
Please contact me for more detail about this project!