UX Design
Featured
The Enphase Service Manager is a unified platform where installers can create and manage all their support requests. The Enphase Service Manager can be used to create new support requests, track return merchandise authorization (RMA), apply and track labor reimbursements, initiate returns, and more.
This project specifically involved updating the visual design according to visual design guidelines and the information architecture of the site. This also involved creating a new mobile view which did not previously exist.
Background
Feedback from the existing iteration on service manager dashboard collected from installer complaints and feedback forms on the website.
Few good things in the existing design which can be kept
Search functionality is very useful
Filter type design on the dashboard cards make it easier to sort RMAs
Information Architecture
The IA of this dashboard was redesigned to make it more linear where subsequent discovery from Systems leads to Cases, then RMAs for all the sites. Actions can be done on each of these pages inside systems.
Concept Designs
Several concepts for the dashboard/table designs were proposed and heurestically evaluated to further refine the concepts.
Dashboard
The dashboard gives you key metrics on the RMAs and Cases which are housed in different tabs. The cards also act as filters and clicking on the cards filter the list of RMAs or cases
On the mobile view, clicking on the cards lead to this list of cases and request details which can be expanded to show more details. The filters themselves are housed in a separate full screen pop-up.
System List and Site Dashboard
The listing page provides an expansive list of sites which are commissioned by the installer and site dashboard give an overview of each specific site such as site status, important dates and case list of the site.
Case and RMA Details, RMA Actions
Case and RMA details delve deeper into the RMA and give details for the case, assignee and details. It also details the list of RMA (in case details) and defective device details on RMA details. For the mobile view, the detail cards are expandable to ensure all content is visible at the same time.
Live Chats and Offline Comments (Beta)
For selected installers, this feature is being rolled out on a regional bases (currently out in US markets). This allows the installer to chat with agents live or for the conversation to happen offline in the form of comments.
Reports and RMA tracker
Installers can generate different reports based on date or date ranges for specific sites or for all sites. RMA tracker can used to track the status of ongoing RMAs
The Impact
