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the opportunity:

Making it easier for customer support agents to answer the support question, "Where's my order"

1

The ask

To revamp the existing Freshdesk Shopify integration with better features.

The team

Product Designer (me), PM, Engineering squad

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3

The timeline

6 months for research, design, and handoff.

IMPACT & REVENUE

Increased feature adoption from 2.2% per month to 3% per month and increased customer support productivity. Generated revenue of $600K ARR in 6 months.

How does Freshdesk work

When a customer reaches out to a business that uses Freshdesk (helpdesk) through various channels - it gets converted to support tickets.

Tickets get assigned to agents

Once an agent picks up a ticket, they start working on the customer request (refund, cancel order etc)

Freshdesk - Shopify integration

Using the Freshdesk Shopify integration, the agent can issue refunds, returns, and cancellations.

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The Impact:
This design increased feature adoption from 2.2% per month to 3% per month.
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01
Introduction to Freshdesk
The success metrics, what Freshdesk does, and what the project is about.
02
User Research
03
Plan of action
04
Mocks
What an agent sees when assigning the refund -
And the cycle repeats for every support ticket.
GOALS

Improving the UX for a support agent

Helping customer support agents solve queries faster.

Maintaining the business' SLA

Helping businesses maintain their Service Level Agreement promised to their customers.

So we decided to improve the integration - but what improvements do we make? We started with user research

user research

We sent out surveys and questionnaires to our users (qualitative research) to understand in detail how they'd like the integration to be improved and what problems they were facing.

user survey results

When asked "How would you like to improve the integration?"

Other requested improvements:
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• 15% wanted to be able to edit the orders
• 13% wanted to view the order status
• 4% wanted better cancellation capabilities
• 3% wanted to see the stock/inventory of their products

user research pt ii

"What kind of queries do your customer support agents get?"

The top 3 queries were:
"Where's my order"
"I would like to return this item"
"Can you cancel my order"

competitor analysis

Other CRM - Ecommerce integrations were compared, and each of them had their pros and cons which were listed. (not shown to comply with the company's policy)

USING THESE INSIGHTS - WE DECIDED TO ADD NEW THREE FEATURES TO THE INTEGRATION

Scope & planning

planned to add:

• Feature 1: Show more order information
• Feature 2: Improve order cancellation and refund.
• Feature 3: The tracking information was scrapped from the roadmap due to engineering constraints.

MY CONTRIBUTION

What I did:

Designing the mocks

I added new components to the design system which were reveiwed and built.

The shopify widget - old integration vs the designed integration

Before (left)  & After (right)

We changed the information architecture of the card and made the Cancel and Refund flows more visible. We also added a More information flow.

the designed integration

The Shopify widget (in the widget area)

The Shopify widget (in detail)

the added flows to the widget

The Shopify widget - deep diving into the changes

Before

The old Refund and Cancel flow and why it didn't work

aFTER

The designed Cancel flow (in a slider)

aFTER

The designed Refund flow (in a slider)

a new addition

A shipping information slider

As part of this project - I also designed an e-commerce onboarding experience for potential customers that come across Freshdesk from Shopify.
The onboarding experience was added as part of the secondary release.

Please note that only half the case study is shown to comply with the company's NDA policy.

Thank you!