The CRM System
that helps customers not only after broken.
MyASUS
MyASUS is the portal UWP application of ASUS computer software that helps people explore their computer and keep it stable by tracking of warranty and resolve problems with devices. Optimizing user's device's settings and is always there to assist the user in adjusting by their different scenarios.
Scope
Problem Framing
Concept Development
Implementation(UWP)
Duration
4 months
since Nov.2020
Role
UX Design
Design Strategy
User Testing
WHAT'S THE CONTEXT?
MyASUS aims to integrate product lines into the computer domain and upgrade CRM service to enhance custom relationships by using cycle from user feedbacks. This is a concept to develop the need to get consensus with several stakeholders.
THE CHALLENGE
The challenge was to redesign the CRM service with different channels and User Experience flow and improve user engagement on an existing UWP application.
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To reach consensus among lots of stakeholders of the short-term to long-term planning to try to create retention opportunities.
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To create a clear hierarchy of homepage to make integration Multi-Product easy understanding.
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To enhance improvement of user engagement by exploring computers and solving problems by themselves instead of relying on human Customer Service.
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To create a clear customer support page to increase phone guiding efficiency between customer and telephonist.
WHY IS THIS A PROBLEM?
No using motivation
Users don’t have to use MyASUS to get the same information from lots of platforms.
Still rely on service staff.
The previous version is more suit for an engineer using. Information that is not easy to find and understand.
Just using when broken
Lots of features of MyASUS have supported problem-solving. This product impression will make users lose confidence.
OUTCOME
This direction gets more than 30 people in 2 units' positive feedback.
After the presentation of the UX direction and times of discussion, the company confirmed this development path.
Merge 3 large team's purpose and transformed to valuable base on user journey.
An expandable homepage is created, it shows easy understanding info and product status from a company.
Enhance 20% efficiency of communication in the new customer support page.
During testing of refining the UX flow of the customer support page, we found the current version is easy guiding.
DESIGN APPROACH
DISCOVER OPPORTUNITIES
Innovation is driven by customer insight, and we can't gain insight without empathy. The beginning step, and the centerpiece of the design thinking process, is to develop empathy with our customers. By starting to draw out the user journey, I can learn the way they do things and why, does the company purpose gets the goal, and figuring out the un-expectation of our previous version.
👉 Customer Journey | 2020 Goal | UX Direction
We thought...
1st Using Experience is the key point that decreases uninstall
Like mission-based experience journey or dynamic guiding.
After that,
improve user retention to have the opportunity of ASUS ecosystem
Thus, we changed MyASUS's position
[ Previous ]
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Integrate service and tools.
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Computer Customer Service
[ Now ]
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Integrate productivity usage not only Customer Support
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Be ASUS Portal App
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Clear Information Architecture
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Interesting & Exploratory to create opportunities for continuing using.
[ Value proposition ]
MyASUS helps User who wants to Explore their computer & Keep it stable by less complex information and enhance information integration unlike the previous version only merge existing apps.
1 Page to Enhance
COMMUNICATION EFFICIENCY
Telephonists from Customer Center need to solve problems with impatient users. This app was for reducing the gap during the communication during the phone call, but in the previous version users usually stuck in pages' switching points.
New Page Gaol
Simple phone guiding
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Integrate the most frequent questions from users and distinguish those functions by layout position.
2
Homepage Integrates Multi-Product with
CLEAR HIERARCHY
In the previous version, many pages were switching during using which make the user confused. This version has to improve the user flow and integrate multi-product lines to create service friendly computer ecosystem.
New Page Gaol
Quickly understand the status of this computer and other products
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To know software update items at the first glance and 1 click to detection product status
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To operate quickly at homepage without page switching
1
3
Consistency of UX pattern
FILTER USING
MyASUS integrates different specs of computers of their software optimizations. Due to the long list of items, users have to scroll for times to find which they are finding.
New Page Gaol
Quickly find the items which users are looking for
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To Integrate the control items by different scenarios
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To add sorting button and wordings
Design Detail
Mapping Problems & Solutions.
[ No Motivation ]
[ Still Rely on Customer Staff ]
[ Only Using when Broken ]
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Enhance First Using Experience by dynamic guiding and interest homepage layout.
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Easy understanding and make user-independent using gradually reduce customer service costs.
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Integrate multiple products into 1 portal App.
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MyASUS is a goalkeeper of product stability.
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Strengthen productivity and living usage.
IMPACT
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Establish the first phase of MyASUS value proposition and reach the consensus of UX direction with 3 departments
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Decrease 20% of customer support costs. (Data from CRM center since 2021.Mar.)