IComplain
A civic complaint-management app with tracking, notifications and an admin console.
Project overview
iComplain is a help-desk platform that helps users, companies and apps handle complaints and support issues in one place. It gives organisations a dedicated channel to receive and resolve customer concerns.
The challenge
Users, companies and apps needed a dedicated place to raise complaints and resolve support issues instead of handling them through scattered, informal channels.
Our solution
We built a help-desk platform where users, companies and apps can submit complaints and support requests and work them through to resolution in one system.
How we approached it
A complaints platform has three audiences with opposed interests — the person complaining, the company responding, and everyone reading afterwards — so we modelled the complaint lifecycle and its states before building any of the three views. Submission and response flows were built against that shared model, then the public reputation and review surfaces on top, so ratings are a consequence of resolved complaints rather than a separate system that can drift out of agreement with them.
The results
Gave users and organisations a single, dedicated help-desk platform for raising and resolving complaints and support issues.
Key features
Services provided
- Requirement analysis
- Backend development
- Frontend development
