Web Application Design

Portfolio Example

Call Center Web Application

Commerce Kitchen Development Agency | 2017

The Challenge

Streamline the workflow for customer care and sales call center representatives to reduce call length and increase the number of customers reached.

My Role

Sole Product Designer responsible for user research, requirements gathering, information architecture, wiremocks, interactive prototypes, and visual design.

Deliverables Produced | Personas, Flows, Wiremocks, Interactive Prototypes

Call Center Web Application

About the Project

As a small development agency, we were engaged by the client to redesign their call center application used by their in-house call center representatives.         

Research

As a design team of one, I started by interviewing the client contacts about their business to understand their needs and business goals better. I also started gathering any relevant documentation along the way. Next, I interviewed the call center managers to better understand their challenges, both with their current software and with managing the call center. I then conducted a series of contextual inquiries with call center representatives to understand their working environment and their challenges, both with the software and in their roles. Through this context gathering, I was able to build an understanding of where the current system was falling short. Based on this research, I created the list of requirements and confirmed them with the client.

Contextual Inquiry at a Call Center
Contextual Inquiry at a Call Center

Design

With the information I'd gathered on-site, I created provisional personas to help guide not only my design by also discussions and reviews with the client. Based on the requirements I'd gathered and these personas, I created updated workflows, wiremocks, design patterns, and interactive prototypes to test with users during iterations prior to development.

Call Center Web Application
Call Center Web Application

Results

As we started the design work on the Call Center Application, the client saw the value of my work and our contract was expanded to include other areas of their business including their Customer Portal and their Field Supervisor Mobile App.

Call Center Web Application
Call Center Web Application