- The Toolkit serves as a framework for the visual interface and architectural steps. It offers guidance without prescribing specific visual elements like icons, colours, and typography. This approach allows flexibility for incorporating the application’s unique values and branding.
- While a glossary is included, the tone of voice and copy creativity remain open to interpretation, allowing brands to maintain their individual style. Importantly, this flexibility does not compromise the integrity of the navigation structure. UX writing needs to be adapted to the UPI service’s brand and business approach. Further, this UX writing will need to be subject to more usability tests for comprehension of text.
- Periodic prototype testing or evaluative research on users across the digital proficiency spectrum can build better overall usability and experience of the GRM.
- This Toolkit does not include the ticketing journey prototypes, post-customer support or post-ticket resolution prototypes and guidelines. These need to be personalised or adapted to the UPI service provider’s internally-defined process and protocols for their respective customer support teams. This scope of personalisation would also include Customer Support (CX) training and personalisation of training material that includes Dvara GRM toolkit components.
