When I joined Tyro in 2018, I began planning the future of our web products with our teams.
One of my major projects was to understand and design an internal business tool named Customer Hub. Its purpose is to reduce clutter across multiple separate systems, simplifying customer data retrieval. Eventually this app will be used by teams across Customer Support, Risk, Compliance, and Legal.
We focused on a single cut of the product that would help our customer support team retrieve ID checks for customers while on the phone.
My role in this project was to:
- Explore how an internal system might work best for staff at Tyro
- Design the look and feel of our very first internal Tyro app; and
- Consider how this might influence our product design library
Exploration & discovery
Having direct contact with our in-house users, I started data sorting workshops and interviews with the customer team to get an idea of workflow and level of importance.
During this process, it was discovered that our multi-tasking customer support staff need to see vital information in one place during a customer call.
I presented low to mid-fidelity wireframes regularly to our pilot group and team of engineers and product people. We explored concepts and tried to figure out the best experience for the customer support team.
Editing information: the starting point
Different ways of editing information was trialed with our user group. The design with the most positive feedback was an extendable card that would reveal editable fields.
The wireframes were uploaded as basic clickable prototypes I could demo. They helped to further simplify requirements and validate assumptions, and made some people excited about upcoming changes.
With Tyro’s newly released identity, my responsibilities were dual-pronged: to develop a foundational product design library and to design the look and feel of Customer Hub.
To start, I chose to design up from cards, or editable information groups, to the broader interface. Cards would house the core information in Customer Hub and would be a heavyweight component. Here, cards need to be scannable and reveal contextual actions.
Details and micro-interactions are also fun to design and can influence the overall style.
Overall look and feel
I consulted with our UX team on the overall product design direction and made sure the mobile app and web app styles were consistent.
Once components — basic UI, navigation, cards, and additional styles — were designed, they were fed back into the growing product design library.
Design doesn’t just end with completed artefacts. A self-described perfectionist, I set aside time every fortnight to revise artboards and the product design library to maintain consistency for the engineering and UX design teams.
Once we had confirmed Customer Hub’s interface, I often consulted with engineers to refine and tweak components, and maybe shelve some interactions unnecessary for an early release. It is a balance rather than push and pull.