Support Flows

As a product analyst intern at Loblaw Technology, I worked alongside a team developing new blood pressure machines. The machines were designed to make healthcare more accessible by allowing easy access to accurate blood pressure readings. They were installed in thousands of pharmacies across Canada.

As the machines are being developed, the support structure was unclear. With mutliple teams involved, including the builders, software developers, and contractors, issues with the machines were not being assigned to the correct teams to fix.

The key goals of the project were to create clear support documentation, including a comprehensive support guide with visual support flows and who to contact.
The minimum viable product (MVP) was identified as support flows for each method that issues could be reported, including calling customer service or reported by pharmacists.

July, 2022: Problem identified. Started developing over 20 user flows, edited and improved them. Support guide document in progress.
August, 2022: Support guide and Confluence page updated and completed. Presentation to the team.

A customer identifies an issue with the blood pressure machine. The customer finds the builders information online and calls them. The support team documents the issue and collects customer information.The support team creates an issue ticket on Jira and assigns it to the correct team based on the issue - IT, the builder, etc.The team assigned fixes the issue and closes the ticket, along with letting the support team know it is closed.The support team may reach out to the customer if they requested to acknowledge the issue has been corrected.The team assigned documents how to solve the issue for future use if it is reoccuring.

Although my internship ended, I identified some key performance indicators (KPI's) to measure success in the future.
100 views of the support guide.
At least 30% more issue tickets are assigned to the correct team.