Call centre screens & workflows – UX research to product delivery

Financial services

'Fat marker' wireframe

Foundational research of business needs, user needs, and workflows, informed the development of call centre screens that reduced both the time taken to train advisors and call handling times.

The problem to solve

Providing call centre advisors with an interface that provides the right information at the right time, and is easy to use.

Process

This project comprised of discovery, definition and delivery phases. Discovery commenced with generative research to understand the landscape and frame the problem, followed by interviews, site visits and workshops to dig deeper into pain points, opportunities and product vision. The definition phase involved collaborating with business analysts and product owners to shape the product by ideating and prioritising features. During delivery, a prototype was developed, tested and iterated while continuing to collaborate with project managers, designers and other team members to deliver the product.

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  • Generative interviews and research
    Generative interviews & research.
  • Programme management
    Programme management.
  • Interviews & site visits
    Interviews & site visits.
  • Workshop with stakeholders and users
    Workshop with stakeholders and users.
  • Features & strategy
    Features & strategy.
  • Process maps and workflows
    Process maps and workflows.
  • Prototyping & testing
    Prototyping & testing.

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