IMAGINARY UNIT

A fortune 500 communication company needed to have a suite of different customer service agent tools combined into one easy to use and understand tool, that would quickly and clearly pull data from a number of different sources into one Dashboard.

This tool was necessary as the customer base
of this company was the result of decades of aquisitions and mergers of different companies with different tools that had never been integrated and typically resulted in customers being placed on hold for long periods of time as customer service reps looked through different tools for the proper information matching these legacy business customers.

After extensive UX research and design, the UI process followed in collaboration with the UX design process and based on the Qualitative User research. After some additional focused user research, I worked on different possible aesthetic directions, focused on elevating the service reps comfort and satisfaction.

Here are the basic screens of this prototype.

1. Qualitative User Research, through contextual inquiry, questionaires and usability studies of existing conditions
2. Iterative ideation using anotated wireframes as a starting point
3. Established the visual direction based on accessabilty, ease of use, reduction of hidden functionality and ergonomic comfort for typical long work hours. It was also important for it to be differentiated and standalone –A different tool with similar functionality but different purpose was used for B2C support teams; where as this tool was for the B2B team.
4. With a “dress rehersal” interactive prototype, testing of usability, accessibility and comfort of the tool, with recorded contextual testing of the tool. To measure user behavior and comfort level using the tool with little additional instruction.