Phone System for User and Business
Problem
The Executive Team prioritized a new phone system for a company with growing pains:
My Role
I served as a User Experience consultant, providing user experience research and design services to the Customer Service, Marketing, Operations, and Execuitve Team.
UX Disciplines: Facilitation, Content Strategy, Information Architecture, Information Design (audio), Interaction Design, User Research, Writing for UX.
Deliverables: User interviews, Secondary Research, Call flows, Call Scripts, RFP, Voice Recordings.
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Approach
I served in research and design. I led an initial requirement gathering whiteboard discussion to develop a shared project purpose and prioritize goals and timelines.
I teamed up with another UX Practitioner and co-facilitated later meetings. We designed 13 rounds of call flows and accompanying scripts, helping cross-functional clients find consensus. Working with the Operations (Ops) Team, we wrote an RFP and engaged a vendor.
I contacted the voice talent, we talked through scripts, and her work was delivered to Ops.
Results
This was a comprehensive and expensive project which included multiple meetings with vendors. Ops took responsibility of implementing the phone system as designed. After initial use, the call flow was modified to facilitate faster call pick up times, a key metric for the Customer Service Team.
Lessons Learned
Models, meticulous attention to detail, and constant communication are required for complex system level changes. It is important to get user and business needs and goals right during foundational activities like requirements gathering.
The Executive Team prioritized a new phone system for a company with growing pains:
- Increasing caller wait times
- A call flow which required developer resources
- A lack of reports for CSR management
My Role
I served as a User Experience consultant, providing user experience research and design services to the Customer Service, Marketing, Operations, and Execuitve Team.
UX Disciplines: Facilitation, Content Strategy, Information Architecture, Information Design (audio), Interaction Design, User Research, Writing for UX.
Deliverables: User interviews, Secondary Research, Call flows, Call Scripts, RFP, Voice Recordings.
.
Approach
I served in research and design. I led an initial requirement gathering whiteboard discussion to develop a shared project purpose and prioritize goals and timelines.
I teamed up with another UX Practitioner and co-facilitated later meetings. We designed 13 rounds of call flows and accompanying scripts, helping cross-functional clients find consensus. Working with the Operations (Ops) Team, we wrote an RFP and engaged a vendor.
I contacted the voice talent, we talked through scripts, and her work was delivered to Ops.
Results
This was a comprehensive and expensive project which included multiple meetings with vendors. Ops took responsibility of implementing the phone system as designed. After initial use, the call flow was modified to facilitate faster call pick up times, a key metric for the Customer Service Team.
Lessons Learned
Models, meticulous attention to detail, and constant communication are required for complex system level changes. It is important to get user and business needs and goals right during foundational activities like requirements gathering.
