Link: www.servefirst.co.uk

Serve First’s revolutionary approach sits at the forefront of customer service intelligence.We have had demonstrable success with a number of leading high street retail businesses, such as Costa Coffee, in delivering valuable and actionable business insights.

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The Mission

Rebuilding ServeFirst's design system / component library and create a data visualisation module for end users to better understand what was happening in their operations

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First thing we had to figure out is who exactly is using this product so naturally we commenced our journey with a UX Research campaign to better understand the types of users.

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Secondly we had to understand the inventory of assets that currently existed and start reorganising them.

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Prototype

We then proceeded to gather all the information that end users where requiring and started understand the way of most effectively presenting data visually.

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You'd be surprised the difference that it make to choose one type of data presentation (e.g. bar graph) over another (e.g. scatter graph).

This made all the difference, after running a few usability tests we started seeing more engagement from the users and a higher understand of what was actually going on in their businesses.

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Cognitive Model

One other very important factor was to understand what can they do with the initial information displayed and what will they most likely think of next.

This is where mental and cognitive models play a massive role in UX as they allow us to understand the thinking process of users.