Qiscus Helpdesk is an omnichannel ticketing system designed to help businesses manage, prioritize, and resolve customer queries efficiently.
As Qiscus Helpdesk expanded into global markets, measuring client agent performance became increasingly important. The Customer Satisfaction (CSAT) feature would strengthen Qiscus Helpdesk's value proposition in the competitive market.
To understand industry standards, I analyzed how leading helpdesk platforms like Zendesk and Freshdesk approach CSAT surveys. Both platforms offer flexible configuration customization for survey timing, question formats, and distribution channels.
While both competitors provide rich survey options, they keep setup straightforward to drive adoption and trigger surveys only after ticket resolution. This insight guided our approach: build flexibility without sacrificing ease of use.
To understand where we stand, I decided to take a look at how other Indonesian art commerce. We needed to identify gaps, uncover opportunities, and learn from what was already working. However, each platform has strengths and weaknesses, creating a unique competitive landscape.
To gain a clearer perspective, I analyzed three main aspects:
Product catalog
Detail product
Check out process
In this competitive landscape, I found that most local art commerce has not yet resolved the issues of authenticity and transparency. Furthermore, the user experience is often not optimized for the modern digital audience.
Crafting the Experience
After gathering insights from users and analyzing the current market landscape, we brainstormed possible solutions that could address the core issues in the art commerce space.
Design Solutions
With a clear direction in mind, we moved into the design phase. The challenge was to create an interface that balanced aesthetics with usability, while also maintaining a strong sense of credibility and trust.
Wireframing
Protoyping
The final design of Artverse brings together all our research, insights, and iterations into a seamless experience for artists and buyers alike.
Articles page
What I've Learned?
Starting design exploration before the PM finalized the PRD allowed me to identify potential challenges early and provide valuable input during requirement discussions.
The design process required constant adaptation as new insights emerged from stakeholder feedback and technical constraints, teaching me to embrace iteration rather than follow rigid steps.
Organizing Figma design frames and sections with clear annotations and developer handoff notes reduced implementation questions and accelerated the development process.
The Next Step
The Qiscus Helpdesk CSAT feature is currently in development, with the engineering team working on the backend integration and frontend implementation before moving to QA testing.
My role has shifted to supporting the testing phase by conducting design QA, reviewing the implementation, and flagging any visual or interaction inconsistencies.
