Call centre screens

Financial services

Foundational research of business needs, user needs, and workflows, informed the development of call centre screens that reduced both the time taken to train advisors and call handling times.

The problem to solve

Providing call centre advisors with an interface that provides the right information at the right time, and is easy to use.

Process

This project comprised of discovery, definition and delivery phases. Discovery commenced with generative research to understand the landscape and frame the problem, followed by interviews, site visits and workshops to dig deeper into pain points, opportunities and product vision. The definition phase involved collaborating with business analysts and product owners to shape the product by ideating and prioritising features. During delivery, a prototype was developed, tested and iterated while continuing to collaborate with project managers, designers and other team members to deliver the product.

Generative interviews and research

Generative interviews & research

Prior to developing a programme for discovery, an initial round of fact-finding set the context. This comprised of stakeholder interviews and reading of existing call centre performance reports and documents from previous research activities.

Programme management

Programme management

Responsibilities covered the development and delivery of the discovery, definition and delivery programmes. Activities included; running workshops, playback presentations, testing, and collaborating with business analysts, developers, the UI designer and product manager and stakeholders.

Interviews & site visits

Interviews & site visits

Visits to the call centre provided brought context, illustrating the problems agents faced, the workarounds, and the impacts on customer service.

Workshop with stakeholders and users

Workshop with stakeholders and users

A workshop with stakeholders and users provided alignment. Participants drilled into current pain points, identified opportunities, and a set of measures of success guide development.

Features & strategy

Features & strategy

Research had identified pain points and obvious ‘big win’ features. Analysing the cost-benefit of potential features enabled proposed features to be either included within phase one or placed on the roadmap.

Process maps and workflows

Process maps and workflows

Mapping existing processes ensured that the product supported existing workflows and interfaced with existing systems. User flows were mapped, and wire flows developed prior to features being added to the interface.

Prototyping & testing

Prototyping & testing

Prototyping started with marker sketches that were used to test initial concepts. As the product developed, prototypes of progressively higher fidelity were used to test tasks with teams.