Signed in as:
filler@godaddy.com
UX Transformation
Situation
The workforce team was using more than 10 different applications for serving a single customer. Spending huge amount of time just to fetch the basic profile info and having a very difficult time connecting the dots to make intelligent decision and provide the right service to the customers.
The UX challenges
Each of the applications belonged to different team and backend system. The UX challenge was to create a vision of a single system and present the flows to various teams and product owners.
Enhancement : Step 1
Bringing the key information to the landing page - required by the agents in the first 30 sec while talking to a customer. In addition to the IA exercise and organizing the info (from 7 different pages) on landing page - added some key insights that helped the agent to quickly start an intelligent communication and provide accurate solution & recommendation.
Enhancement : Step 2
The further enhancements to the landing page introduced some sales and troubleshooting information based on OMNI channel data. Also linked the landing page to simple sequential flows that enabled the tasks to be completed in easy and intuitive manner.
Guided Flow Design
The need for Consistent Customer Experience
The task in hand was to provide a guided flow to the agents - using which every customer call would go thru a great consistent experience.
The UX challenge
To present the guided flow at the right time, available from any where in the flow and add value to the QnA in dynamic manner so that relevant support info is present right away based on the topic of conversation.
Ideation for guided flow
Wire-framing the elements of User Insight and Q&A for various flows for the focus groups. Getting the feedback if the relevant data is presented in the right manner at the right time. Amount of info that should be presented so that its just right and not too over whelming.
Translating the business requirement
In partnership with the business and the data teams - studied the requirements and laid out the available data regarding the customer's usage. Translated the data into simple yet powerful visuals such that it empowers the users with correct, relevant and sufficient insights of the customer.
The Final Product
A powerful product that ensures easy and intuitive flow, actionable and relevant insight of the customers and usage details for intelligent conversation was presented to the workforce. A CIO 100 award recipient.