tommbdigital product design

hello!

I'm Tom Blessley, a product designer based in London, currently working at Rentify building exciting things to make letting & renting property better for everyone.

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

An unsatisfactory delay between a customer making a support request and the customer service teams response. At a crucial touch point with the customer (requesting help) any delay or signal of inaction can cause frustration and leave a resulting bad sentiment. Incoming communications were getting lost — how could the important messages be brought to the teams attention?

The notifications interface in the browser.

implementation

An interface to alert Property Managers when a new response had been received to a new or existing case, prompting an immediate response. The 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