VoiceBase
I am a Principal Product Designer at VoiceBase. Let's dive into a few key projects I’ve led the product design and strategy for while at VoiceBase:



VoiceBase Online (VBO)
Customers could only view their call data using BI tools, enter VBO. With VBO there is no need to use a BI tool, customers can import their data and build interactive reports right in the VoiceBase portal. I designed VBO from the ground up, and informed my designs from doing lots of research watching our customers interact with BI tools.


One such learning was that customers needed automatic insights from their data. It became clear to me that we would need out of the box templates that would help call centers boost ROI and aid in cost reduction. Getting the correct templates required cross functional collaboration with our client service team. ​​​​​​​


Templates can be edited and customized or the customer can start from a blank report.


Figuring out the right set of visualizations that we would offer required a thorough understanding of the JTBD for call center managers and business analysts. For example, call center managers want to see what are the top outcomes for why people are calling, in order to better train their agents. This particular JTBD led to the decision to include the Sankey diagram (see below) which is great for showing flows. 




Query Builder
Our customers need a way to view certain types of calls for review or to tag and use in analytics dashboards. Customers would have to learn VBQL (VoiceBase Query Language) and write it properly in order to search & tag calls.  It was clear to me that the cognitive load was high for users and using VBQL was expensive, because our CS team would spend lots of time helping teach customers VBQL. So I created an interface to improve our customer’s experience and let our CS team use their time on more important problems. 


The customer can build queries with words and phrases using operators. On the side they have the ability to filter calls further by start date, length, and the customers custom metadata. 


When the customer runs the query they can then view all of the calls that hit. I designed the results so the customer can quickly scan the part of the transcript for why the call hit.


They can also play calls while viewing the transcript.



Design System
Before I came to VoiceBase there wasn’t a design system. I saw this as an opportunity to make an impact. I spearheaded an effort to reskin the VoiceBase portal in order to refresh the look and improve the user experience. This was especially important for creating stronger branding on the new features we were creating like VBO, Call Search etc. Reskinning provided a good opportunity to flesh out a design system. The design system helps streamline future design projects with pre-built ready-to-go components and also aids in collaboration with engineers.


Here is an example of the system and component library in use.


Another example of the design system in use.



RealTime (RT)
For RT I had to switch user personas and design for the agent and not the business analyst and supervisor. I also enjoyed the challenge of working on a tool that is in real time as opposed to post call. Weekly client feedback sessions where I’d show mockups of upcoming features and understand pain points were key in iterating on designs.

The checklist checks off as the agent goes through the call flow helping them stay on script. Note: I had to work with a narrower screen resolution because the agent has other windows up when on a call.


When popups are triggered they can provide a few options for the call center agent for dealing with tricky situations such as customers objecting.


Alerts can be configured based on specific words the agent or customer says. For example, if an agent uses inappropriate words we can alert them that their manager will review this call. They can also be configured based off how an agent or customer says something. For example, if the caller gets frustrated we can remind the agent to stay calm.


Since VoiceBase was acquired I have been leading Product Design for Voice at LivePerson. One of the main projects is to integrate our RealTime web app into LivePerson’s Conversational AI platform. Above is an example of this work. 

Okay. That’s it for now.

VoiceBase
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Nick Bright