20x Call Volume Reduction with Enhanced B2C User Experience
Feedback from
We gleaned insights from Smartlook data and user feedback to better understand and address these real-world experiences
Problem #1
Lacking of transparency
In Forma's internal platform, customer operations can include adjustment notes, but these notes were not visible on the member portal. We aim to make this information accessible on the member portal so that members can review any adjustments made to their subscription
Solution #1
Implemented note history feature with a popup window
3. Providing members with a comprehensive view of their customization history
Problem #2 and Solution #2
Problem #2 and Solution #2
Inconsistent user interface
1. Deviates from the Forma design guidelines when users switch to different platforms
2. The lack of filter feature on tablets or phones limits user flexibility
Solution #2
Designed Responsiveness
1. Both tablet and mobile devices are responsively, maintaining adherence to Forma design guidelines
2. Dropdown filter for users to conveniently sort through various eligible benefits
Implemented a detailed filter feature
3. Providing members with a comprehensive view of their customization history
Problem #3 and Solution #3
Problem #3
Previous user story
“I attempted to use the Forma card for certain eligible benefits but encountered issues. I checked out my profile, I noticed that the card remained active with its status unchanged.“