Cloud Call Center Agent Experience
Project
Redesign an old product from a dated application
Problems
- All active campaigns were essentially public
- Agents encountered difficulty logging into their campaigns
- Agents did not have access to their usage over time
- All interface elements were available at all times
Goals
- Simplify login and campaign selection
- Streamline interface to allow focus on calling
- Give agents access to their own statistics
Process
- Interview customer success team members
- Build lo-fidelity prototype and test with existing agents
- Iterate on design
Result
- Increased revenue from the original product by 30%
- 2016 Presidential Campaign was a big success with thousands of concurrent agents logged in at once
Original Design
Information Architecture & Lo-fidelity prototype
HTML Prototype
This prototype was build for the development team and to fill out the rest of our requirements
Final Design
Our design was modified to give more focus to the content in front of the agent based on user feedback
