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.
UX researchcustomer service designeye tracking
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