Goals and Challenges

- Absence of an integrated system for recording users' messages
- The difficulty of reporting the data collected in users' messages and discrepancies in the reports of the support unit due to wrong recording of information and human error
- Absence of a system for evaluation and quality control of the performance of supporters

Solutions

- Integrated and comprehensive system design to record user messages inside the program or virtual networks
- Creating a comprehensive dashboard to check message registration information, the type of user feedback, and the performance of supporters
- Creating suitable filters for easier reporting of desired data
- Possibility of giving feedback to supporters' messages by internal managers to evaluate and control their performance
- Integration of tags and information of tickets to maintain the quality of recording messages and to receive them more easily

To design the communication panel with customers, first of all, meetings are held with the stakeholders of this panel unit, i.e. collection support, to understand their needs and challenges in registering and maintaining active tickets.

Also, to clarify the technical aspects of the development of this panel, meetings were held with the CTO and PO and the Back-End unit, and the panel sketches designed by the design team in collaboration with the support unit were reviewed.

After this task became clear, the design of this comprehensive and user-friendly panel started using the main design system. This panel is currently at the first phase of the development.