Elevating Genetec's customer service

Navigating expertise: Crafting connections through design

Enter the Genetec Help Desk, a realm where users connect and find solutions with ease. My role as a UX Designer? To create a seamless platform where customers and integrators thrive.
As a UX Designer, I embarked on a journey to reshape the Genetec Help Desk. Our objective? To reduce calls to customer service and empower integrators with a tool to swiftly assist their customers and resolve issues.

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The Vision: Elevating efficiency and service

Imagine the Genetec Help Desk as a bridge between customers and solutions. Our mission was twofold: minimize customer service calls and equip integrators (Genetec clients) with a tool for quick, independent issue resolution. Additionally, this tool would provide a comprehensive history for escalations, should the need arise.

Exploring the path: Understanding users and goals

Through personas, we stepped into the shoes of integrators and technicians. Integrators, the problem-solvers and system installers, needed efficient solutions. Technicians, the system configurators, required a seamless platform too.

Shaping the design: Crafted with empathy and insight

Our journey was guided by empathy. We crafted high-fidelity screens and prototypes that understood the integrator's need for swift action. The design was intuitive, enabling users to navigate effortlessly.

Achieving harmony: Integration for customer bliss

Our vision unfolded with interfaces tailored for iOS and Android. The app empowered integrators to respond promptly to their customers, resolving issues in the first instance. Over time, Genetec would build a history for effective escalation.

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Transforming engagement: From Vision to Reality

We envisioned the app as an avenue where users could access assistance swiftly, diminishing reliance on customer service calls. Integrators could act as first responders, embodying efficiency and independence.

In conclusion: Reimagining support through design

The Genetec Help Desk journey wasn't just about a digital platform; it was about redefining customer interaction. By understanding user needs, designing with empathy, and fostering autonomy, we cultivated a space where customers found solutions and integrators thrived. The Genetec Help Desk metamorphosed into a pillar of empowerment and collaboration, elevating the Genetec experience.