Amending a redesigned work order queue for Geek Squad repair agents
_svg.png){kind=logo}
.png)
Project Summary
Repair Workbench is an internal work order management system that is part of a modernization effort to decommission three legacy systems Best Buy uses today across their many different repair locations.
TEAM
Repair Workbench
ROLE
UX Designer
TIMEFRAME
Three weeks
Problem
Following a product release to expand users from only Precincts (local Best Buy stores) to include Geek Squad City (repair center located in Kentucky that provides more services to a wider range of devices), we were hit with an overwhelming amount of negative comments in our feedback channel, specifically around the updated 'Queues' tab. The new design was disrupting our users workflow, so our team set out to increase our understanding, build prototypes to test, and make recommendations on how best to fix the problem.
Research
& Analysis
The first step was to reach out to agents and gather more insights about their workflow and why the new design wasn't effective. We created a 16-question survey aimed at gaining insights into:
-
What are the most important needs for repair agents?
-
How can our team better understand and serve agents through design?
-
How should our experience design team position ourselves to gain continuous feedback from agents to avoid this type of rework in the future?
We had a total of 19 participants, from four different job titles, fill out our initial survey. The themes from the survey results showed a need for a simplified and customizable view, enhancement of filter and sorting options by allowing saved preferences, and simplifying the information displayed with clear, concise status labels.
Prototypes
& Testing
Following our first round of feedback, we set out to brainstorm different solutions to the problems we were facing. Prioritizing an interface that was intuitive and streamlined, we had two different (but similar) design solutions to show agents. One where we brought back some of what they were used to with the previous design (button filter options) and one where we reimagined some of the interface in a drop-down menu.
We conducted A/B testing to compare the two designs and figure out which would work best for the different user groups we had. The findings we found from our testing showed status tracking, customization, and workflow management were top priorities when it came to the queue and what design elements would need to be considered for it to be successful.
Key Takeaways & Learnings
When the new design that caused such havoc was created, it was not tested or even shown to the people who would be using it every day before it was approved for implementation. Despite a myriad of reasons (and excuses), this shouldn't be the standard practice, and the team prioritizes receiving feedback on major experience changes early and often now.