A multi-functional portable phone system for a high volume call center.
What: The challenge was to design an intuitive phone system for a call center that could integrate into their existing database. The client also wanted the application to be accessible remotely and require minimal training.
How: My first task was to conceptualize the business and user needs. I went over business requirements and spent some time in the call center with the users. I then created user-flows, wireframes and made sure business was on board with the direction. The next step was to do some rough designs (also working prototypes) and a quick usability study was done, to make sure the users were on board. After some tweaks based on the findings from that study, I created designs and some HTML and CSS.
Technology used: User Flows, Wireframes, Designs, Sketch, Photoshop, Illustrator, HTML, CSS, database, Twilio
Created user scenarios for potential in bound and out bound calls - these were used to get a good understanding of potential needs of users as well as potential business revenue.
The scenarios often ended up as "scenario flow diagrams"
Wireframe - with flow and notes for business owners and developers
Design Mock up - On call. Ties into the database and pulls in caller data.
Design Mock up - Associate available waiting for call or ready to dial out. Shows incoming callers data, if there is any.
