Customer service redesign
Airport transfer
Trip.com is the biggest online travel agency in Asia with 400 million+ users.
What is the customer service system?
A 2-page web-based system to help solve customer inquiries
Who are our users?
Goal
Reduce agents’ task-handling time
Higher efficiency = Lower customer service costs
Limitation
Every space matters!
As the most frequently used page by customer service agents, instead of a clean, spacious layout with strong hierarchy, they prefer a dense structure that minimizes scrolling and clicks.
When a single action is repeated 1,000 times, 1 extra scroll becomes a huge workload.
Challenges
Clunky workflow
Constant tab switching
Understanding scenarios and workflows
After interviewing an expert user and shadowing agents
Product direction
A new framework that streamlines task dealing
Combine task and order page
Step 1
They are intertwined, so they should be on the same page
Separate information and action
Step 2
After presenting to agents, we found that contacts and actions are integral to their task flow, but the proposed framework didn't meet their needs.
Streamline task workflow
Step 3
Task switching
Multitasking is a core part of the agent's workflow, so we introduced「My Task」feature to help agents switch between tasks and manage priorities.
Iteration 1 - A floating drawer
Iteration 2 - Expand and collapse
Design strategy
Dynamic for different scenarios
Frontline agent
On call with the customer
The system automatically creates a task under the related order, with GPT generating a call summary to save agents' time. They can view all relevant information on first screen.
Frontline agent
Multiple tasks with the same order
The average number of tasks per order (for those with calls) is 1.7. For tasks within the same order, we collapsed in-progress tasks and provided key information to help agents identify and prioritize them. Completed tasks were also collapsed to reduce cognitive load.
Second-line agent
Clear all tasks
They handle tons of transferred tasks and must complete them quickly when taking breaks. The expanded My Task module helps them switch and complete tasks efficiently.
PM & Engineer
View order details and debug
They occasionally use this page to check information and identify issues with an order. Often, there are no tasks, but they may need to contact others or make changes to the order.
Final delivery
Impacts
1.89min
From 11.35 min
Customer service cost
17%