The Documents tab plays a key role in billing and payment-related calls. CSRs (customer service representatives) often have seconds to locate the right record, confirm whether a customer received a bill, or compare system data. The previous version of this table didn’t match how CSRs search or speak about documents, which slowed them down during already time-sensitive interactions.
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The Goal: Make the Documents tab clearer, faster to scan, and aligned with CSR terminology.
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Before: Document tab with outdated categories.
After: Document tab with updated categories.
CSR interviews conducted by our UX research team and UI audits surfaced three consistent issues. These weren’t “nice to fix” problems — they were slowing CSRs down on almost every call.
1. Labels didn’t match how CSRs search for documents
CSRs told us they often had to stop mid-call to double-check what a label meant.
CSR quotes
What this meant:
The table was technically correct, but it didn’t reflect the way CSRs talk, think, or troubleshoot in real time.
2. Missing fields made troubleshooting slower
CSRs need quick visual cues to identify the right document, especially when customers describe things vaguely.
“Finding the right bill can take longer than it should — especially if the customer sees something different on their end.”
Why it matters:
If the customer says, “the letter with the $98 charge on June 12,” CSRs need that info at a glance, not buried.