TELECOMMUNICATION COMPANY

PLATFORM RESEARCH & HEURISTIC EVALUATION

FOCUS AREAS

HEURISTIC EVALUATION

AFFINITY MAPPING

DESIGN RECOMMENDATIONS

WIREFRAMES

TEAM

PROJECT MANAGER

UX LEAD

UX DESIGNER

This platform designed to enable customer service agents to effectively assisting customers with a wide array of needs and concerns. From facilitating seamless bill payments to managing service changes, the platform serves as a comprehensive tool for addressing and resolving various customer inquiries.

Problem Identified

The platform offers a vast range of tasks, making it quite complex and challenging to navigate. Additionally, new agents face a steep learning curve, finding it difficult to locate the appropriate features quickly. This, in turn, prolongs the time spent on calls with each customer.

Research Approach

To identify problems with the current platform, we conducted a research case study to identify areas for improvement and future development.
This consisted of multiple steps to identify the problems and recommend areas of solution for the existing platform.

  1. User Flow

The platform's current feature was thoroughly analyzed by mapping out its user flow to gain a deep understanding of its functionality and user interactions. This provided a comprehensive understanding of the feature and its navigation.

  1. Heuristic Evaluation

After mapping out the flow, each screen underwent a thorough heuristic evaluation using the 10 usability heuristics. This process was essential for identifying the key issues in the current flow. By doing this, we were able to gain valuable insights into the usability of the product, allowing us to make informed decisions for design improvements.

  1. Affinity Mapping

After identifying all the problems, an affinity mapping session was conducted to group similar problems together. This helped to understand which areas needed to be addressed the most.

  1. Recommendations

The platform's current feature was thoroughly analyzed by mapping out its user flow to gain a deep understanding of its functionality and user interactions. This provided a comprehensive understanding of the feature and its navigation.

Wireframing

Basic visuals were created accommodating all the recommendations to give a better understanding of how the platform could be revamped and made more efficient to use.

Result

This research project initiated discussions with clients regarding potential enhancements to their existing platform, sparking vision and exploration for future innovation and possibilities.

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