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
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.
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.
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.
