Ops Hub - Design Review

[tyang-twilio]

Background

Background
Compliance and Fraud Ops receive incoming volumes through email, ZenDesk, ServiceNow, and/or Slack. Operators toggle between multiple tools to draw a conclusion about a customer. In addition, they do not have easy access to view our customer’s history, especially around previous enforcement actions, past account standing (good vs bad), etc which results in Ops creating manual processes to fill gaps in tooling and information. Operations often have to make educated guesses based on the measures they have because they are not always consistent across the organization.

• Current Workflow of Fraud Ops

This project will create a “one stop shop” for operators that integrates Compliance and Fraud Ops tools into ServiceNow to 1) funnel all incoming volumes and queues into a single platform, 2) streamline the investigation process for agents cases without going to another platform by integrating commonly used tools, and 3) easily enable Operations to track and surface customer’s history.

Problem Statement
To streamline the investigation process (item 2), we plan to integrate multiple tools into ServiceNow. We currently have the ServiceNow template broken into 4 main steps that Fraud and Compliance Ops normally take (Intake - the information provided by the customer, Investigation -- information that Ops needs to know more about the customer, Resolution - documenting the result of the case, Communication - responses to the customer or internal notes)

We have over 100 fields that we need to populate for the team that an agent may need to conduct their investigation.

Constraints
ServiceNow's color and design is stagnant. We can only amend the information layout.

[ From Sarah: I moved the images to Figma / Slack ]

Feedback

We have over 100 fields that we need to populate for the team that an agent may need to conduct their investigation.

1. How do we ensure that these fields are not overwhelming for an Operator?
2. How should be organize the tabs?
3. What is the Twilio standard when it comes to creating Operational tooling? (Is there one?)
4. Investigation Tab: Does it make sense for us include the tool source (Monkey, SFDC, etc)?

Our goal is to make this 1) not overwhelming 2) enough information for the agent to decision 3) capturing their results

Stage of design

None sure which state it is!

Research

No response

Relevant links

No response

Are you looking for visual design support?

• Yes

Additional Information

No response

[TwilioPasteBot]

Disclaimer: This is a very experimental bot using OpenAI's GPT-4. The answers may not be correct, a human will review the answer and update it if necessary.

---

Sorry, I don't know how to help with that.

I did do a search though, and I managed to find these other Discussions that might be similar or related to your question. Give them a read to see if they answer your question. If they do, head back here and update this discussion and mark it as answered, pointing others to the related discussion:

• Dashboard and filter patterns (Office hours: 10/1/2020) (updated: 03/22/2024, similarity score: 86%)
• Review of Number Compliance Manager (Office Hours: Thu Dec 3) (updated: 12/14/2020, similarity score: 84%)
• Review of ATO Tool Page in Console (Office hours: April 22, 2021) (updated: 04/26/2021, similarity score: 82%)

[serifluous]

Hey @tyang-twilio, thanks for all the background info!

Overall, it seems like you'll need to partner more closely with a dedicated designer since the amount of info you're looking to show seems pretty complex and would benefit from someone with a deeper understanding of the user workflow. Your closest design partner is probably @tonge495—I'd suggest reaching out to her and her manager on whether she has any time to support this.

(cc @kendal-kirby if you can help out, too, since this seems like it could benefit from insights from One Admin workflows.)

We're totally happy to provide any quick recommendations we can during office hours tomorrow, though. Looking forward to chatting!

[tyang-twilio]

Hi Sarah,

Thanks for taking the time to review -- I joined the review this morning and got some good feedback regarding spacing and they provided some information to review.

Thanks to you and your team!

Best,

[serifluous]

That's awesome to hear!

Here's the link to the recording (password in #help-design-system on slack).