Service Guide
Oracle
Transforming reactive customer support into proactive, AI-powered customer care.
Role
Product designer
Timeline:
8 months
Tools used:
Figjam / Figma /Illustrator /Photoshop
Context...
Background
We identified that the platform already has a strong operational foundation, but agents spend valuable time manually documenting calls after each interaction. This process increases handling time and creates the risk of missing important customer information.
What is the
Problem...?
The process depended on:
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Multiple meetings (sales, design, development)
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Constant translation of requirements
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Long cycles
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Constant rework
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Loss of business opportunities
What were the
Product goals?
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Create a smarter and more proactive utility customer experience by leveraging AI to assist agents during live calls, automate transcription and documentation, and surface relevant customer insights in real time.
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The objective is not only to reduce call duration and operational workload, but also to transform customer support into a predictive and preventive experience
Process
Turning complex operational challenges into scalable, user centered experiences.
Emphatize
We analyzed the current platform experience, mapped user goals, and identified friction points across customer service workflows to better understand operational inefficiencies and agent needs.
Define
We conducted stakeholder kickoff sessions to align on product vision, business objectives, project goals, success metrics, and long-term customer experience opportunities.
Ideate
We evaluated features and pain points based on business impact, user value, and operational urgency to define a clear hierarchy of priorities and opportunities.
Prototype
We translated insights into intuitive and scalable solutions, designing AI-assisted experiences focused on efficiency, proactive support, and seamless customer interactions.
User persona
The persona development process for the Oracle product helped align business, product, and design decisions around real enterprise user needs rather than assumptions. We focused on understanding how different users, from operational teams to administrators and decision-makers, interacted with the platform, where friction occurred in their workflows, and what challenges impacted efficiency and usability.
This research allowed us to identify key behaviors, motivations, goals, and frustrations that later informed the information architecture, user flows, feature prioritization, and overall experience strategy. By grounding the design process in real user insights, we were able to create a more intuitive, scalable, and user-centered product experience tailored to complex enterprise environments.
How might we...
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How might we simplify complex enterprise workflows so users can complete tasks more efficiently and with less friction?
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How might we create a more intuitive Oracle platform experience for both technical and non-technical users?
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How might we help operational teams navigate the system independently without relying heavily on support or training?
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How might we improve visibility and organization of key information to support faster decision-making?
Ideation Stage
OVERVIEW
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Ideation
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Storyboarding
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User Flow
During the ideation stage for the Service Guide product, we explored different ways to make support processes, service documentation, and operational guidance easier to access and understand. Through collaborative sessions, user journey mapping, content structuring, and rapid wireframing, we focused on creating a more organized and intuitive experience that reduced confusion and improved task completion.
The main goal was to help users quickly find the information they needed, navigate service-related processes more efficiently, and reduce dependency on external support teams. We also explored ways to standardize information across the platform to create a more consistent and scalable experience.
This phase helped define the content hierarchy, navigation flows, reusable layouts, interaction patterns, and the overall structure that supported a clearer and more user-centered service experience.
Final design
Using AI to reduce service resolution time.
The final design for Service Guide focused on creating a clear, scalable, and AI-assisted platform that simplified how users accessed service information and completed operational processes. The experience was designed to reduce friction across support journeys by organizing complex documentation, workflows, and guidance into a more intuitive and centralized system.
