Agents Facing Customer Data Tool
The Goal: To remove dependency on the legacy tools; to improve how customer data is ingested, normalized, stored and displayed. Improve UX of the tool Agents are using to look up customer data.
My Role: UX Lead & Strategy on enterprise
The Challenge: To design secure, user centric associate facing tools that will replace legacy platforms. Create an MVP solution that can be scaled up, or integrate into other tools.
Empathy
I interviewed 16 Associates. I gathered the notes to create a synthesized journey map that highlights the pain points of the on call digital escalations associates. I have included a few screens to capture the Agents facing tools.
The Problem
A 360 degrees view of Customer data requires several windows to be used for digital escalations team. The tools are outdated, hard to use & unreliable.
That gave a good understanding that major opportunities lay in the Troubleshooting, Resolving, and Closing stages of the process.
Some of the frustration also came from the fact that legacy tools had bad UX, limited functionality & Agents had to keep several windows opened in order to troubleshoot.
Prototyping & Testing
I generate different ideas & got a lot of feedback from the agents. Most of it was very positive with just a few opportunities to change the design.
Then I led multiple feature mapping workshops with Product and Tech.
As a result we realized that:
- to meet the requirement of replacing the legacy tools we had to scale the product way back;
- and focus on delivering an MVP version. We drafted roadmaps and planned together.
Plan
We drafted roadmaps and planned together with Product partners.
Focus
I’ve drafted IA map for the core MVP features of the tool, while working very closely with Product and Tech Leads & provided rounds of wireframes.
I am proud to say that the MVP has launched. It has fewer features and then I initially based on empathy research.
But it’s a good starting point.
Post MVP
Since it’s launched, I’ve co-facilitated a couple of Service Design workshops, so that we can align Product & Tech on how COF stores data, as well as help inform future roadmaps for this product.