ABOUT

Concept:

On The Run was tasked with developing a comprehensive UX/UI style guide for Synthesis, a leading South African provider of business management software. The objective was to streamline the customer service experience by establishing consistent design elements, user interface (UI) patterns, and user experience (UX) best practices for all customer touchpoints.

Execution:

Research & Analysis: We conducted in-depth research through user interviews, call recordings, and internal stakeholder discussions to identify pain points and opportunities for improvement within the customer service experience. This research formed the foundation for developing the style guide.
Style Guide Development: The style guide encompassed various elements, including:
UI Component Library: A comprehensive library of standardized UI components (buttons, forms, icons, etc.) ensuring a consistent visual experience across all customer service channels.
Content Style Guide: Defined guidelines for voice, tone, and writing style for all customer-facing communication materials.
Interaction Design Principles: Established best practices for user interaction across different customer service channels (phone, email, live chat).
Accessibility Guidelines: Ensured all communication materials and interfaces adhered to accessibility standards for users with disabilities.
Implementation & Training: We collaborated with Synthesis's customer service team to implement the style guide and provided training sessions to ensure consistent application of the guidelines.
Results:

Improved User Experience: The standardized UI and consistent communication style across channels created a more intuitive and user-friendly experience for Synthesis's customers.
Increased Customer Satisfaction: Streamlining the customer service experience through a clear and consistent approach potentially led to higher customer satisfaction.
Enhanced Team Efficiency: The style guide empowered the customer service team to work more efficiently by providing clear guidelines and standardized resources.
By collaborating with Synthesis, On The Run delivered a UX/UI style guide that transformed their customer service experience. The project resulted in a more user-friendly and consistent experience for Synthesis's customers, potentially leading to increased satisfaction and improved team efficiency.