FreshCloud Support Hub: Empowering Harvest Inspectors

Overview

Built by AgroFresh, FreshCloud™ Inspection is a digital platform leveraging AI and data analytics to optimize harvest inspections, helping clients reduce food waste and manage supply chains more efficiently. As the platform expanded, so did the volume of support tickets - many involving critical dashboard customizations, overwhelming the FreshCloud support team and frustrating users.

My Role

As a Content Design Intern, I collaborated cross-functionally with Customer Experience and Engineering teams to design scalable support solutions. This included an integrated documentation hub and interim instructional manuals to give clients easy access to the tools and knowledge they needed to use FreshCloud more independently.

User Research

I conducted interviews with both clients and FreshCloud support team members, revealing key pain points to help us identify top challenges users faced. One of the key findings from user interviews was that many clients felt overwhelmed by creative tasks such as editing analytics, customizing reports, and configuring datasources.

Client Quote: ”I don’t know how to customize these charts or even when I should be using them. It’s frustrating not knowing where to start.”

Challenges

Handling Diverse User Needs and Skill Levels: Users ranged from tech-savvy individuals to those first transitioning their harvest data from notepads and Excel sheets to AI-powered analytics dashboards. Thus, I found it key to design with the principle of progressive disclosure in mind.

Balancing Immediate and Long-Term Solutions: Users needed immediate support while the documentation hub was under development. To solve, I headed to Adobe InDesign to create 8 detailed, brand-compliant manuals in PDF format as a stopgap to provide critical information.

Solution

My design proposal included an accessible search function and organized dropdown menus that minimized cognitive load. Interactive tutorials and step-by-step guides were embedded directly in the platform, giving users the tools they needed for hands-on learning and significantly reducing their need for direct support.

Outcomes

By providing clients with the tools to address their unique organizational needs, they could start completing key tasks on their own, enhancing their experience and expanding their analytical insights. This freed up valuable internal resources and alleviated the pressure on the FreshCloud support team.

Support tickets dropped by an estimated 20% within the first quarter of release!