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Bellwether Coffee Technician Experience Design

Bellwether Coffee Technician Experience Design

UX & UI Design
USER RESEARCH
USABILITY TESTING
  • Outcome: The redesigned technician experience improved overall usability for the Bellwether technicians and led to decreased time on customer support
  • Bellwether wanted to improve efficiency and success rate of technicians to decrease time to support for increased technician and customer satisfaction
  • Hypothesis: By providing a designed technician experience, this will enable technicians to easily and quicky diagnose and resolve roaster issues
  • I interviewed users which helped us understand existing pain points and define product requirements‍
  • We redesigned the technician experience and looped in users for iterative feedback
Problem
Poor usability was leading to increased technician time to diagnose and resolve roaster technical issues and decreased customer satisfaction and brand trust
Users
  • Primary users: Support technicians, who want to solve customer roaster problems and quickly to build customer trust
  • Secondary: Bellwether customers, who want a working machine to provide quality coffee products to customers and grow their business
Business Goals
  • Decrease technician support time to diagnose and resolve roaster issues
  • Increase technician and customer satisfaction
  • Increase customer trust in brand quality
Opportunity & Solution
Identify ways to make the technician experience better through addressing existing pain points
A starburst with blue and purple text that says UX Impact
My Contributions
  • Interviewed technicians on the current experience to identify existing pain points
  • Worked closely with product management to define requirements from user insights
  • Created the wireframes and high-fidelity designs for the technician experience in the Bellwether roaster
  • Helped reduce user cognitive load as well as design and development cost by integrating the existing Bellwether roaster design system into the technician experience
Our Process
SEPTEMBER 2022
  • Reviewed business goals and planned technician interviews with product management partner
  • Interviewed technicians on their current experience
  • Worked with PM to define product requirements for the roaster experience based on interview insights, including identifying the opportunity to integrate existing design library
OCTOBER 2022
  • Created wireframes and subsequent high-fidelity designs for the first version of the technician experience in the Bellwether roaster
Design Concepts
Impact: I helped reduce customer support times, and increased technician and customer satisfaction through redesigning the technician experience on the Bellwether roaster. The original version was not designed for the V2 roaster and was also complex, confusing, and not intuitive for users. This increased time for support and reduced both technician and customer satisfaction.
Original designs
  • Designed for horizontal iPad dimensions
  • Had no cohesive design patterns, increasing cognitive load and comprehension time for users
  • Had redundant and unnecessary UI information that added clutter and noise to the design
Updated designs
  • Designed for the vertical roaster screen
  • Integrated and applied existing Bellwether roaster design library, reducing technician and customer cognitive load and increasing satisfaction
  • Removed unnecessary and duplicative UI information to drive clarity
Legacy dashboard
Redesigned dashboard
Legacy bean load troubleshooting screen
Redesigned bean load troubleshooting screen
Legacy drum and agitator screen
Redesigned drum and agitator screen
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