tommbdigital product design

hello!

I'm Tom Blessley, a product designer based in London, currently working at Bark building exciting new products connecting people and services.

If you have a project you'd like to get started, please get in touch.

rentifynotifications

Reducing customer support's response time to improve the customer experience.

Initial sketches for the notification feature.

problem

When customers requested help (a crucial touchpoint), any delay or signal of inaction was causing frustration and generating bad sentiment. Incoming communications were getting lost in the system — how could these important messages be brought to the team’s attention?

The notifications interface in the browser.

approach

Introduced alerts to Property Managers when a customer requested help, prompting an immediate response. The notification interface is persistent — positioned at the bottom right of every support page using Web Sockets.

Each notification contains the essential information required for a Property Manager to respond instantly, depending on the customer's communication preference, with a clear SLA indicating how long the customer has been without a response. One click expands the notification for a quick inline response. Another click opens the case in question, for a comprehensive view.

Expanded views of a notification, depending on the communication preference of the customer.
Full and empty states of the expanded notifications drawer.
A thankful customer notification.

outcomes

Helped to reduce the first response time from two hours to under 15 minutes.

87.5% decrease in time to first response