Servio
Mobile app for customer service teams to receive, manage, and report on incoming service requests — from first ping to resolution.
Overview
Support agents at fast-growing startups were triaging tickets from a desktop tool built for a different era — while customers waited on chat. Servio Labs wanted a mobile-native helpdesk for teams that live on the go.
I designed the full agent experience: ticket queues, customer context, one-tap replies, and reporting dashboards for team leads.
The challenge
Density versus speed. Agents need the full customer story — history, priority, SLA — but they act in seconds between conversations. Every extra tap costs a response-time point.
The app also had to stay legible in bright warehouses and quiet offices alike, and work reliably on mid-range Android devices.
Process
- 1Research
Shadowed 12 agents across e-commerce and logistics support desks; logged 200+ real triage decisions.
- 2Queue concepts
Swimlane, priority-stack and chronological queues prototyped side by side; agents kept the priority stack.
- 3Design & system
A compact mobile system with color-coded ticket types, gesture shortcuts and an offline-first queue.
- 4Pilot & iteration
Six-week pilot with two support teams; reply templates and SLA timers were tuned from live usage data.
From the studio
Queue explorations and working sessions behind the Servio app.
Outcome
Priority, assignee and reply reachable without scrolling.
At-risk tickets surface automatically before they breach.
Reply-time and channel stats readable at a glance.
Related work
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