Case Study
Establish an easy way to set up a call-center software
Improve SAAS UX design for non-tech small business owners
“The new set-up process is very good. It is much easier than before.”
My role
UX Design
UI Design
Graphic Design
My Team
John (PM)
Alex (Sr. Dev)
Jennifer (Researcher)
Time
3 months
Tools
Figma
Adobe
Amazon Polly (Audio)
Twilio (cloud Platform)
Leandesk is a low-cost call center software focused on small businesses . Here, I will show how I redesigned the Interactive Voice Response (IVR) set up pages and optimized the process to improve the user experience. The majority of participants who reviewed the prototype (4 out of 5) think the new set-up pages are easier and faster than those of previous version.
IVR setup is an important but painful process used to start a call centers by small business owners. The data shows 90% of our customers complain the IVR set-up is too difficult to operate, on average requiring 40 hours of tech support to finish one set-up.
The design goal is to redesign the UX process to make IVR set-up easier and faster with little or no tech support.
The old design:
The new design:
Why is the new design much more user friendly and intuitive for non-tech savvy people?
Here are the design details and process.
Three initial concepts
Based on the research and interviews with the key stakeholders and users, I created three initial wireframed concepts.
Concept A: Simple style (MVP)
Concept B: Card style (Expandable)
Concept C: Q&A style (User-friendly for non-tech savvy users)
“Cognitive walkthrough” test shows Concept C>A>B .
I presented three clickable prototypes at an internal meeting and interviewed four participants, including a small business owner. All participants felt that Concept C (Q&A style) works better than the others.
Design pattern and guidelines
I started developing design pattern libraries and guidelines for Leandesk software. Here is an example:
Primary color selection:
I chose black, white, and blue as the primary colors for enterprise software, a standard with which most users are familiar.
High-fidelity design outputs
Click here to view figma files.
Hi-fi prototypes/mockups (videos)
Click to watch the video
Click to watch the video
Process 2 - Testing IVR (please turn on speaker )
Click to watch the video
My reflections
The IVR setup design received positive feedback from the stakeholders and users. However, it is just the first step. In retrospect, I should have started the mobile version as well as the desktop version. Also, I need to consider the accessibility to the design.