Ensono Engagements
Decreased Service Quality
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How many active engagements are there at any given time?
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Can you tell me about a time that a client was dissatisfied after a service engagement?
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How many people are involved in a typical engagement and what are their roles?
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How does knowledge sharing between the different teams on multi-category service engagements work today?
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What kinds of action items are clients responsible for during the different types of service engagements?
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Missing documents and employee turnover led to "finger-pointing"
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Disputes are often messy and very expensive to resolve because "the customer is always right."
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Clients need to see a timeline of important events to have proper expectations and time to prepare
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Multi-category service engagements produced lengthy, poorly managed email trails, leading to missed details.
Clients Needed Clarity
A Single Pane of Glass
All Engagements Screen
Task Schedules
These two features facilitate the over-communication and accountability needed for Ensono and clients to collaborate effectively.
Notes and Comments
This repository for engagement documents is accessible and facilitates flawless handoff, protecting against things like lost paperwork and employee turnover.
Document Center
Chart Usability
How might we increase user engagement and shape the product in a way that meets the needs and interests of our users?
A Single Pane of Glass
We integrated Highcharts Gantt Charts to provide the visibility into engagement schedules that clients need in order to have clear expectations and to be properly prepared. Each task that's listed displays its relevant dates and a description.
How might we support business growth and improve service quality
to keep clients satisfied?
I asked questions like...
Key Takeaways
Ensono's Consulting business was growing rapidly but lacked a standardized engagement management tool, leading to decreased service quality. A bad engagement nearly cost Ensono a client. As the Lead Designer on the client portal team, I collaborated cross-functionally to create an Engagements module that drove efficiency, facilitated communication, and ensured accountability. To begin, I led discovery sessions with executives from each category of the consulting business and learned that improper documentation caused problems during engagements.
Clients and Ensono needed a repository for all correspondence and documentation to improve handoffs and client satisfaction.
Both parties needed a communication record outside email
Overcommunication
Clients needed clarity around important milestones to adequately prepare
Transparency
Ensono needed a way to ensure clients did their parts
Accountability
Optimize hand-off with universal access to important documents
Centralization
Top-level screen displaying all service engagements with light details, where users can drill down into the full experience.
Through usability testing, we learned that the initial "Create Chart" modal needed an additional field in order to avoid an empty chart appearing, which was anticlimactic and unfulfilling for users.
More Case Studies
We integrated Highcharts Gantt Charts to provide the visibility into engagement schedules that clients need in order to have clear expectations and to be properly prepared. Each task that's listed displays its relevant dates and a description.
Sometimes, service engagements lasted a couple of years which made tracking the details challenging. Digging through old emails was problematic and damaging to Ensono's credibility.
