Towards the end of my contract, the developers started working on implementation. If I were to be a part of the project for longer, these are some of the items I’d likely work on to improve the user experience and make sure that Microsoft’s project goals were met.
- Work with data scientist to learn about how users are interacting with the new experience. What are the completion rates and how can they be improved?
- Work with the customer experience team and explore research opportunities to discover potential improvements, new user frustrations, or problems with the new support experience.
- Push for implementation of out-of-scope features that can address user frustrations: More detailed support request statuses, support request call summary notes, and recommended solutions articles.