Pre-filtering allows users to set specific criteria for their search so they can find the data that matters most to them.
Call-center agents need to context switch constantly throughout their days, and they need a flexible search experience that allows them to find tailored results for their customers changing needs. Pre-filtering allows agents to quickly define specific search criteria so they can help their customers find the solutions they need.
I was the UX lead on this project and was responsible for working with product managers, engineers and designers on the Search and Service Cloud teams to create a system for allowing customers to create custom pre-filtering criteria on an entity-by-entity basis. My responsibilities included user interface design, interaction design and user research.
Users can type the name of the record they want to find pre-scoping shortcuts that allow them to narrow their search to the record type that matters most.
After choosing to limit your search to a specific entity your recent records narrow as well, making typeahead records focused and easier to navigate.
For service agents that need to specify detailed criteria for their search, they have the ability to pre-filter their search, with the flexibility to modify it quickly with the changing needs of their customers.
When our research team needs support, I'll help write research plans, conduct user interviews and run usability testing sessions. The tasks we were testing here included different aspects of pre-filtering and reformulation. We wanted to make sure users found the UI to be clear, and the flow to be effortless.
The UI guides the user to action by activating the Save button when a filter has been selected.
After selecting the criteria for the search, the user's recent records reflect their options.
Typeahead results return with the filters that were set.
Results are returned with snippets and highlighting, allowing the user to scan their results more efficiently with less noise.