Based on a survey conducted together with iPLAN, a complete mapping of the customer service process for Liv customers was carried out. It included first and second level customer service processes.

To better understand the internal perspective of the organization with respect to the platform, discovery interviews were conducted with stakeholders and users.

During 3 days of 4 hours, hybrid sessions (face-to-face with remote team members) were held in workshop format to obtain an initial sketch of the platform.

Since iPLAN did not have its own Design System, one was developed as a basis for the prototype, respecting the brand guidelines shared by the company.

A first version of the prototype was made, transferring the sketch screens to Figma. Then a first round of modifications was made as a result of some additional definitions by the company.

The prototype was tested with 5 users (agents) of the platform. Given the complexity and number of tasks to be tested, a second round of tests was scheduled, reaching a total of 10 sessions.

In the ratings given by the users to each task performed in the prototype, the prototype obtained positive results.

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Based on the insights gained from the tests, an iteration of the prototype was carried out, with significant changes to the initial version.

As part of the handoff, User Flows and Functional Specifications documents were prepared for all the prototyped screens. In addition, access is provided to the prototypes in Figma (both static and navigable versions) and to the HTML and CSS code of each screen/component.

iPLAN received as final deliverables:

• Report with conclusions of the entire design process and test results.
• Prototype 100% navigable desktop version of the management platform.
• Figma file with the design from the first prototype to the iteration.