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Matheus GhenoMatheus GhenoLead Product Designer
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Cases

Case 03 · Digisac

Support Kanban

A new way to manage support conversations, making large volumes and stages easier to organize.

Request typeNew feature
GoalManage high volumes of conversations without depending on the chat, with stages and tags.

Context

What the support Kanban is

In Digisac, support followed the WhatsApp logic: a list of conversations with the chat beside it. Everything happened in chat.

The Kanban came from about 12 customer requests in 2 months and a strategy to diversify how the platform is used, with new views and data. I worked as the Product Designer in charge, from research to UXQA, with PMs, tech leads and devs close by. It was also the first full use case of Nebula DS.

Problem

Customers with high support volume needed organization, and the chat view had no stages, tags and the like.

~12customer requests in 2 months
1competitor had a Kanban. We were not far behind, and this was the first step to diversify the platform
3sides of the problem: organization, control at high volume and ticket automation

Process

Double Diamond in 4 stages, with a more thorough process than usual.

Phase 01DiscoverLonger than usual, with a CSD matrix.
Phase 02DefineAlso longer. Effort × impact and MoSCoW matrices decided what came first.
Phase 03DevelopStarted with the old look, until Nebula DS was ready.
Phase 04DeliverLaunch with the old look, validation and, later, the facelift to Nebula DS.

Evolution

From the old look to Nebula DS.

The Kanban was the first full use case of Nebula DS, the company’s design system. The project started with the old look and, after launch, went through a facelift to the design system’s current look.

Kanban with the old lookKanban with the Nebula DS look

Decisions

The three main decisions on the Kanban.

Decision 01

A more robust process

There was a deadline, and the project touched the core of the platform, the chat view. So I followed a more thorough process, to understand and map the risks before building.

Decision 02

Teams close by, from creation to validation

The chat context is huge and nothing was documented in one place. The teams had to be part of the process, from creation to validation.

Decision 03

Launch with the old look, apply the DS later

The feature shipped with the old look, before Nebula DS was ready. That way it launched and was validated sooner, and when the DS was applied the launch issues were fixed all at once. A fast, smart test.

Gallery

The screens, in detail.

Kanban board
Kanban board
Create board
Create board
Ticket chat
Ticket chat
New ticket
New ticket
Edit board
Edit board

Results

What changed in the product’s first 6 months.

42%
of customers in the base have the Kanban view turned on18% use Kanban as their main view.
76%
positive feedback in the satisfaction surveyAmong the people who answered the survey.
32
tickets in the first two months after launchSmall features usually get 300 or more. Kanban is a large feature and changes the core of the platform.
24 of 32
tickets were requests for more board slotsLarger customers have already said they would use at least 20 extra slots. Charging for extra slots, planned for next year, should raise the average ticket by about R$99 per board.

Lesson

Well-defined stages don’t always have to be cut: sometimes adapting them is enough. On Kanban, a longer-than-usual discovery and define paid off, for it and for the projects that followed.

Next case

Design Ops

A manual that defines the design process, from kickoff to handoff, used by the 5 PDs and 9 squads.