Call Center Agent Software

Design for Customer Relationship Management Software interface for call center operators. While the UI leverages the existing Salesforce Lighting Design System the navigation, interaction patterns, screen flows and information architecture is customized to users and business requirements.

 

METHODS

  • Workshop facilitation

  • Contextual Inquiry

  • Usability Testing

  • Wire framing

  • Rapid Prototyping

COLLABORATORS

  • App users - employees and managers

  • UX and Developer Consultants

  • Project managers

  • Systems and business architects

 

JOURNEY MAP

Created to capture the output of collaboration sessions with call center users, product team and stakeholders.

 

USER FLOW DIAGRAMS

Co-created and reviewed with stakeholders and users.

 
 

TESTING

Created prototypes and research plan to test concepts based on user flow.

 

DELIVERY

Designed final prototypes for product management and development delivery.

 

ITERATIONS

Revised designs based on user and developer feedback.