Concept UX Design (Working in progress)

UX design of LEANDESK, a call center software

A Low-Cost Voice Transmitted Customer Service Solution for Small Businesses.

Overview

Providing quality customer service is key to running a successful business because it can find new customers and retain current customers. We create LEANDESK, a easy to use, low-cost call center software solution for small businesses who want to improve their customer service experience. The product is based on Twilio, a cloud-base customer engagement platform with programable APIs. Its estimated retail price is $4999 per license with $499/yr. subscription fee. In this presentation, I will show you how Eastern Africa Money Transfer Co. uses LEANDESK to improve their customer experience and increase agents’ productivity.

Understanding LEANDESK

 LEANDESK includes three core models:

Project Objective

I focus on archiving three business goals of LEANDESK system through UX design:

1. Improve customer satisfaction.

2. Increase agent productivity.

3. Improve performance evaluation and management .

UX Design Strategy

I want to clearly understand the core technology behind LEANDESK and business application, then identify the user groups, create the design solutions that can be implemented to archive the business goals.

What does TWILLIO do?

Twilio allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. In LEANDESK, we use it as the voice recognize engine in “Customer Model” to collect customers data (such as, account number, name) with telephone voice prompts, and transcribe to texts for agent preview.

Who are the users?

With the data and key insights that I discovered from user and stakeholders interviews, I created three personas to help us narrow the scope and focus on what will improve the user’s experience.

User Flows

1. Customer Module User Flow:

In Customer Module, Voice Prompts Setup Page was the most important part. When a customer call the service phone number, he or she will hear and response the machine created voices, which is called Interactive Voice Response (IVR). The IVR flow was like this:

2. Agent Module User Flow:

3. Management Module User Flow:

Low-Fi Wire frames

In Customer Module:

Voice Prompt (IVR) Setup Page’s biggest challenges were how to guide users easily input phone voice scripts and optimize the voice promote process. I create two design concepts:

Concept 1: Easy Fixed Setup

Low-Fi Prototype. (Click to watch video)

Concept 2: “LEGO” Block Setup

TBD

In Agent Module

TBD

In Management Module

TBD

Sorry, I am updating this page. Please check back after April 10th.