Sole UX Designer responsible for the end-to-end design process, from user research and workshops to wireframing, prototyping, and usability testing.
3 Months
Figma, Miro, Confluence, Jira
MTVH frontline teams use Salesforce to record, categorise and manage resident enquiries. Over time, the enquiry structure had become increasingly complex, making it difficult for agents to identify the correct enquiry type quickly and consistently.
The project explored how the enquiry-handling service could be simplified to reduce effort for frontline staff, improve the accuracy of case data and support more reliable service delivery and reporting.
How might we make it easier for frontline agents to correctly classify and manage resident enquiries, while improving the quality of data used for service delivery and reporting?
Goals were grouped into three key areas to ensure both efficiency in daily workflows and reliability in data for strategic decision-making.
Goals were grouped into three key areas to ensure both efficiency in daily workflows and reliability in data for strategic decision-making.
To understand why enquiry classification was breaking down, I combined data with frontline research.
I reviewed over a year of Salesforce case data to identify patterns in how enquiry types were being used, including frequent changes, overuse of generic categories and low-use enquiry types.
I shadowed frontline agents handling real enquiries and conducted interviews with 6 agents and team managers to understand day-to-day workflows, where delays occurred, and how Salesforce supported or hindered case handling.
I reviewed support and help experiences from organisations such as Tesco, Argos and Amazon, alongside established UX guidance, to understand how large sets of enquiries could be structured, searched and presented more clearly. I also documented UX best practices around enquiry selection, data capture, and case handover.
Using Miro, I conducted an open card sorting exercise with five users , including frontline agents and managers, to understand how staff naturally grouped enquiry types. Each user was assigned a board with 188 enquiry types and the flexibility to create groups based on their options.
I synthesised insights from shadowing and interviews into an empathy map and primary persona to capture how frontline agents think, work and experience the enquiry-handling process. These artefacts helped define the behaviours, frustrations and needs the redesigned service needed to support.
I mapped the current journey from the resident submitting an online enquiry through to the agent recording, classifying and handing over the case in Salesforce. This helped identify where information, terminology and organisational complexity created friction across the service.
The journey map showed that complexity was concentrated around finding, interpreting and selecting enquiry types, with consequences for handling time and data quality. From this, I defined three priority recommendations for the future service.
Using the opportunities identified in the current-state journey, I created a future-state service blueprint to define how the improved enquiry-handling experience should work across residents, frontline agents, Salesforce and supporting processes.
Using the future-state blueprint as a guide, I translated the service changes into user flows and interface concepts. The focus was on reducing the number of decisions agents had to make, improving findability, and ensuring the Salesforce experience reflected the new enquiry structure.
I presented the early concepts to Product and technical stakeholders and facilitated a collaborative workshop to test feasibility, explore alternatives and prioritise changes based on user value and implementation constraints.
Key changes:
Usability testing showed that the redesigned enquiry-handling experience was clear, efficient and well understood by frontline agents.
Following successful usability testing and refinement, the redesigned enquiry-selection experience was rolled out in Salesforce, introducing a clearer enquiry structure and more consistent approach to classification.
The next step is to continue refining the service, keep the enquiry process consistent, and track performance over time.
