Portfolio | Reddy Lingala - UX & UI Designer

Virgin Media

Integrated Agent Desktop - Next generation Contact Centre

Project brief:

Integrated Agent Desktop application provides an unified view of the customer information by integrating with various lines of business application with Omni channel experience. Strategic Customer touchpoint application used by 7000+ contact centre Agents across globe and Retail shops across UK, enabling a guided call experience between agents and customers improving First Time Resolution and Average Handling Time.

Application Project Wireframes, Prototypes, Process Flow diagrams are not uploaded on my online portfolio but it will be showcased on request.

What I did

Conducted meetings with Stakeholder and Contact center agents
Conducted interview, questionnaire, analytics/research by going through the Agent journey via screen recording software (Verint).
Written Use cases based on the research and requirements.
Created scenarios and group workshop with Stakeholders and Agents
Created fully optimise journeys by creating sketches, wireframes and prototypes based on the use cases.
Usability testing on prototypes with Agents and stakeholders
Arranged and moderated user testing sessions with Stakeholders and Agents.
Demonstrated solutions to development and testing teams to get their estimations and to address their questions.

Design sprint and its outcome

1. Understanding the business needs

Conducted workshop with business stakeholders, contact centers, team managers and various agents groups (Care, Retention, Faults and Collections). Understood the process journey right from getting a call, identifying the issues, providing them offers and managing their complaints/enquires. And also discussed there pain areas and areas of improvements.

2. Ideation

Close room brainstorm sessions with various ideation techniques and the identified pain points were themed accordingly.

3.Decision making

The outcome was a solution (Process and Interface design) discussed with core business stakeholders and technical team. This solution was aligned to business strategy and long-term vision for contact center management. The tangible and intangible benefits of the solution was showcased along with short term and long term benefits.

4.Prototyping

Design with application and various wireframes and interactive prototype as per agreed process. High fidelity prototypes were created using tools like Axure, Balsamic and Photoshop, and also to perform initial testing.

5.User testing

Performed user testing with agents spread across different contact centers (onshore and offshore), business areas(Care, Retention, Faults and Collections) design review sessions were done with business and surveys conducted for agents to capture feedback.

Final output

Repeated the user testing process till we achieve user/business acceptance. With Prototyping and user testing, multiple follow-up sessions and wireframes were done to improve and achieve user and business acceptance.

Achievement

Client is extremely satisfied with the design and process as it reduced the in-call transfers between teams by 50 percent, as all customer data was now available to the agents on a single platform. There was an improvement in the net promoter score (NPS) and first-call resolution (FCR) by 6.1 percent and 7 percent, respectively