Contact Centre
How query responses were optimised for customer service agents
Step 1
Observations
Through user interviews and analysis of customer agent's interactions, we gained a contextual understanding of pain points and workflow inefficiencies. These insights informed our design decisions, ensuring an approach that directly addressed the problem.
Insights
Step 2
Ideation
We mapped the existing task flow to align stakeholders on the problems we discovered. Through peer review workshops and competitor analysis, we explored potential solutions, ensuring industry best practices informed our approach. Collaborating with developers, we used scoping matrices to evaluate effort versus impact, prioritising high-value opportunities, which led to the creation of our first low-fidelity wireframes and an improved task flow, setting the focus for a more efficient and intuitive experience.
Step 3
Testing
We put an emphasis on user participation at this stage. We analysed our solutions through a moderated think-aloud session where customer agents would provide qualitative feedback. We found that the the improved placeholders and automation had a high satisfaction rating. A full list of analysis tasks below.
Step 4
Delivery
We refined our interface designs at both standard and small breakpoints which we knew based on meta data we collected from users. We actively collaborated with developers and integrated behavioural information through annotations. Along with placeholders, we enhanced the query page, navigation, and response flow. For placeholders, we proposed a roadmap to automate different data according to user needs and new backlog features to explore, including text shortcuts and drag-and-drop.
Client feedback
UX presented some excellent prototype work and are now leading on the next steps for our contact centre system development. I'm delighted with how much effort and clear passion they've put into the review and UX process.
Daniel Berry
Chief Experience Officer
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