Empowers innovators to transform industries using the power of software and data

Timeline

June - August 2024

Stakeholder

Product managers

Tools engineers

Role

Product design

UX Research

Ladies and gentleman, I bring to you my famous...

response portal that brings all AI-moderated content together in one place, facilitating edits and retrieving datasets

AI RESPONSE REVIEW HUB

SOLUTION IMPACT

5,000+

service pipeline improved

95%

positive feedback during beta testing

25%

boost in case resolution efficiency

PREVIOUS DILEMMA

Efficiency and workflow disruptions caused by redirection

Constantly tapping back-and-forth between two pages

TIMELINE

PROJECT OVERVIEW

Power up AI response verification and elevate the independent resolution rate

The beta version of MongoDB Support AI, released in 2023, generates initial responses to assist customers in closing cases, aiming to improve the self-resolution rate and reduce new case creation. The goal is to maximize verified knowledge content, approved by our technical service and knowledge team.

DEFINE CHALLENGE

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Engineers & Knowledge experts:

"I don't have an efficient way to view or modify all responses"

Engineers currently lack the ability to mass-edit and verify AI responses, leading to potential quality control issues and extended response audit time

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Elaine Wu came to the rescue:

How might we enable engineers to verify and moderate AI responses more promptly and efficiently?

FROM PERSONA TO JTBD

IDEATING SOLUTION

Solution 1

Data-table Design

Trade-in is space and simplicity for quick overviews, but the trade-off is limited interaction and detailed functionality.

Solution 2

Accordion Card

Trade-in is more interactivity and space optimization, but the trade-off is increased interaction cost and potential development cost

what feature should I prioritize to better meets user goal and business objectives?

Product thinking - what to prioritize

Work with stakeholders to determine value - impact

Refocus on the core goals of the product—what it’s trying to emphasize—and what our users truly need to better align with business objectives

Iterated solution

Full-View Card List

Viewing, editing, proposing all in one place, one click

6 out of 6 participants

"The functionality were spot-on and each button is very goal-directed. Also, information are put up in a easy-to-access way."

"Testing looks great, ready for hand over?"

98% positive feedback

Run a rapid usability test to examine if the updated design has intuitive interface and were easy to pick up.

8 participants

"The flow and UI were intuitive and are clean and easy to understand, continuing the established design pattern"

HOLD ON FOR A SECOND...

Thinking about edge case scenario:

what if there are many responses

Excessive navigation cost going back and forth between responses and AI response

V1 toggle

V2 side bar

V3 Tab view : enable quick side-by-side review

Using tab and votes feature to empower accessibility to best response

AI support portal will be launched in Q4, impacting 15000+ clients over the globe

BRIEF LOOK-BACK

My key takeaways

Design could never be perfect, it's a process of continual iteration and weighing tradeoff and impact

Amidst feedback, prioritize what aligns with your vision and choose wisely what to implement

While users are essential, it's our role as designers to interpret their feedback and uncover their true needs

A NOTE FROM MENTOR

Elaine has demonstrated strong design capabilities and a high potential for growth during this internship. She actively seeks feedback from me, her peers, and the product’s users, constantly striving to broaden her skill set.

She is very self-aware, recognizing both her strengths and areas for improvement, and proactively steps out of her comfort zone to grow. Notably, she progressed from being reactive in team discussions to confidently participating and answering questions with ease. Elaine also excels in building strong relationships with the TS engineer team, design team, and fellow interns, leveraging these connections to expand her design perspectives and drive meaningful outcomes for both the product and her own skillset!