Admin Center is a call center management tool used by large multinational corporations and internally for support services. Users can manage call center agents, create call flows and provision skills to workstations.
The current incarnation of Admin Center is very complex and requires a bit of training from internal support teams to get customers using it on their own. But Avaya wanted to target a new customer. This customer would be a small to mid market business or call center that should need very little to no internal support to get set up.
After a couple weeks of competitor research and demos of existing call center tools, I was ready to start designing a more user friendly cloud based experience.
Here is an example of me going over account creation. Sketching from a first run experience helps me come up with questions regarding account requirements and also surfaces possible dependencies on other features or UI elements.
Account navigation was one of the first things I noticed that needed improvement and a feature our Project Manager already have alot of negative feedback on.
In the sketch above you can see that we are considering solving account navigation issues with a card system. Here's a couple of problems we believe a card system could solve.
We tested a low fidelity prototype on former call center agents and sales support staff. Overall the feedback was positive in that every user seemed to understand the navigation patterns.View Prototype
After working through some of these enhancementd with the team it became obvious that improving the AC UX was going to take a lot of work. Not just on the UI side but in the back end as well. The team was also going through an aquisition and we still had features to deliver by the end of the year. So a lot of these major improvements were going to have to be put off till 2019. :(
With the limited resources we had I decided to do a UX audit of the site. I figured if I can recommend some relatively easy front-end only improvements (form styleing, notifications, validation, layout etc.) I might be able to squeeze in some enhancement tasks into the 2018 commitments we had.Download UX Audit
After a user creates an account, they need to provision certain objects to their call center like agents, agent skills and the workplaces they operate called stations or station groups.
Once users click on the provisioning tab its difficult to know where to start and there was no logical order in the way assets are presented in the UI. What are these things and why do users need to interact with them?
After going over the existing provisioning UX I went back to the whiteboard with the goals of improving the workflow. I start as a new user sketching out what I think the UX should be based on competitor research and demos of exsting Avaya products. Sketching also helps me come up with questions for engineers and PMs around techincal and business requirements that I may need a better understanding of.
The call flow designer is a web application used to construct complex call flows. If you've ever been asked to press 1 for English over the phone, you've experienced some sort of call flow that was designed by someone using a tool like this.
Although Avaya currently has a soulution for this type of product its fairly complex and requires a skilled call center administrator to use it. We were tasked with creating a new version of this product that should be intuitive enough for a untrained users to set up and get working quickly.
A call flow is constructed using various components some of wich are required to build even a simple queue. We thought those assets should live together where users could manage them along die their actual call flows.
Here is a sketch where I map out how the user accesses the CFD in Admin Center. I also sketched how a user would claim the most essential asset of a call flow, the phone number. At this point there is still alot of ambiguitiy but I though this was enough to show to our PM to get the conversation going and help us define what the requirements are for the MVP.
As we continue to move forward it was clear that the call flow dashboard and the call flow designer would need to be split up. Our visual designer Matt took it as an opportunity to expand his design skills into UX. From here, Matt moved foward with the dashboard UX and I was able to move onto the actual designer component of the tool. Here is a quick sketch I went over with Matt to communicate my vision how the publish feature might work.
Here are the results of mine and Matts work. There is alot of functionality that goes into managing call flows and having Matts help with this was a huge win for us and kept us in front of engineering.Download Mockups
Most CFD tools are kind of like Photoshop in that once you launch the tool, you're left with a blank page and a bunch of awesome tools off to the side that you may not know how to use. We needed to be a bit more helpful to our users so we used a card sytem that included contextual help and explicit calls to action.Download PDF Mock-ups
Holiday hours are an asset used in call flows to designate what happens during a certain day. Users need to create them so they can be added to their call flows. For example, if you call your bank on Christmas day chances are they will have a special message for that holiday and/or maybe a special group of agents working on that day to direct your call to.
Holiday Hours are a pretty easy concept to understand so I felt we didn't need to start from sketches. There are also tons of date picking elements offered by serveral frameworks that could serve our needs. Since we knew that our users preferred to use keyboards I ended up going with the Google Material their UI is very keyboard friendly and also supports touch and mobile UX in case we added the requirement in the future.Download Mockups
HOOP is fairly similar to holiday house except they are larger chunks of time and you can have multiple time slots within a single day.
HOOP was another feature I felt comfortable jumping straing in to wireframes. And again we chose to go with material UI components for the same reason as we did for Holiday Hours. Here were a couple of challenges this feature presented us with.
With these type of productivity tools I tend to take a stong minimalist approach when it comes to visual design; reserving color for things like notifications, buttons and states of things (on/off, active/inactive).
I use Sketch to combine my visual style guide and UX compoment kit. It also includes interaction patterns.View UX kit PDF