MSB Management
client | inaki consulting + MSB Management
A training and development program that uplifts and empowers the Credit and Debt Collecting Services Industry.
Overview
MSB is developed to empower and train the call center workforce.
The product promotes education and skills development for agents and serves as a management tool for business and administrative roles. After each course a learner is accredited with and industry recognised certificate of completion which they can use on their resume.
My role & Platform
As Product designer of the project I was responsible to understand both the business and user goals. As UX designer I explored user personas and mapped out user journeys to understand each user’s specific needs and goals they wished to achieve. Working closely with the development team and Product owner, UX flows were created to guide the development of the product.
MSB is developed to empower and train the call center workforce.
The product promotes education and skills development for agents and serves as a management tool for business and administrative roles. After each course a learner is accredited with and industry recognised certificate of completion which they can use on their resume.
My role & Platform
As Product designer of the project I was responsible to understand both the business and user goals. As UX designer I explored user personas and mapped out user journeys to understand each user’s specific needs and goals they wished to achieve. Working closely with the development team and Product owner, UX flows were created to guide the development of the product.
The Challenge
The product needed to cater for three different types of users an Admin, Learner and Assessor. The challenge was to create a platform where Admin users can set up their users and profile, upload course material and design tests and have access to a admin portal to define their profile and view reports. Learners had to access course material, tests and have the ability to download certificates. Assessors needed to use the platform to access completed tests, assess them and report on learners.
The Takeaways
Creating a platform that serves multiple end-users did through in some curve balls. We had to cater for clients, admin users, assessors and leaners making it a dynamic platform to up-skill and empower the credit and debt collecting industry.
The product needed to cater for three different types of users an Admin, Learner and Assessor. The challenge was to create a platform where Admin users can set up their users and profile, upload course material and design tests and have access to a admin portal to define their profile and view reports. Learners had to access course material, tests and have the ability to download certificates. Assessors needed to use the platform to access completed tests, assess them and report on learners.
The Takeaways
Creating a platform that serves multiple end-users did through in some curve balls. We had to cater for clients, admin users, assessors and leaners making it a dynamic platform to up-skill and empower the credit and debt collecting industry.
