We-Design

Jun 8, 2022 · Product Management

How Eye‑Tracking and Heatmaps Reveal What Customer Service Agents Really Need

This article explores how three lightweight research tools—Hawkeye, Weheatmap, and iFeedback—are applied to a mini‑program customer‑service console to uncover what agents see, do, and receive, guiding redesign decisions through eye‑tracking, heatmaps, and automated feedback clustering.