Team & Role

Problem statement

Core users’ needs

As a user I want to have an easy, reliable and seamless co-browsing experience, so I can connect with and provide needed support to my customers.

As a user I want to have an easy, reliable and seamless co-browsing experience, so I can connect with and provide needed support to my customers.

Team: Universal Design System scrum team (Engineers, Designers, Product Managers)

Role: Senior product designer

Goal: Aside from providing a co-browsing solution, we wanted to introduce a better video and text chat functionalities, drastically improve mobile experience for the users and ease every step of the user’s journey.

- Being able to have a smooth upgrade to a co-browsing session. There are different ways the user can start a communication with their customer with: a phone call, a video call, a support chat.

- Being able to establish trust between them and their customer. There are a lot of instances where there is a sensitive information involved. Provide a secure experience.

- Great mobile experience. A lot of their customers call in from their mobile device. The agents want to see an easy device detection so they can ensure the best support possible.

Surfly is the global market leader for co-browsing technology, powering in-person online experiences for more than 100,000 users and over 2 million sessions per year. Leading organizations use Surfly to upgrade existing Phone, Chat and Email channels with in-person online co-browsing experiences, resulting in greater customer satisfaction that exceed expectations. Following an easy setup, organizations can humanize existing interactions across all channels, systems and departments.

Big forms

Co-browsing B2B tool

The dashboard was redesigned to accommodate the agents and their needs: simple process of switching their availability status, most visited pages for a quick access (since they tend to go through the same pages with their customers again and again).

Co-browsing between different devices

Go to homepage

Different users use different devices to browse online. After studying what kind of devices the agents prefer, we could understand how to improve their device detection on the other side in order to provide the best support.


Email me at yulyadesigns@gmail.com

Key experience: Dashboard

Video chat

The video chat functionality and its usability are very important for our users. A lot of times they either want to switch a conversation from a phone call to a video chat or it’s crucial to them to establish a connection with their customer before jumping into helping them.

The video chat functionality and its usability are very important for our users. A lot of times they either want to switch a conversation from a phone call to a video chat or it’s crucial to them to establish a connection with their customer before jumping into helping them.

Admission

Users would like to be able to admit new participants into their session, to make their interactions more secure. Currently, anyone with a link can enter a Surfly session. By adding the admission flow, we will be able to provide a better user experience and ensure that the user has control over their sessions.

  • Add “enter name” as a default start of every session, to identify each participant

  • Add notification to the session, visible to the session host

  • Show the number of users in a waiting room

  • Admit users from a list

Users would like to be able to admit new participants into their session, to make their interactions more secure. Currently, anyone with a link can enter a Surfly session. By adding the admission flow, we will be able to provide a better user experience and ensure that the user has control over their sessions.

  • Add “enter name” as a default start of every session, to identify each participant

  • Add notification to the session, visible to the session host

  • Show the number of users in a waiting room

  • Admit users from a list