Transforming customer and employee experience with Genesys Cloud CX
Industry
Telecommunications
Type of project
Revamp existing Genesys Cloud dashboard
Tools
Figma & Miro
My role
Solo designer, end to end product design
Overview
My task was to refresh existing interaction UI framework focusing on subset of enhancements to improve overall agent experience.
The Problem
Agents often may require to flip between panels to find out the information that they need in regards to their current interaction. Sometimes it’s very frustrating for an agent and that causes an extended time to respond back to the customer.
69%
Agents have to navigate around multiple screens and interfaces - CMSWire
Here is an old Genesys Cloud CX dashboard - you can see on the right side of the page, there are different panels available for an agent to get an information or take notes during their live interaction with the customer. Agents need to do a lots of back and forth as only one panel is visible at a time.
~ Old Genesys cloud screen ~Needs Statement
“As a contact center agent, I want to see right amount of information at the right time on a single page during my live conversation with the customer. so that, I can respond to my customer as quickly as possible. Also, improve my average handle time”
Ideation & wireframing
I started working on adapting the information architecture through low-fidelity sketches and then interactive prototypes. I worked closely with the the product and engineering team to get feedback.
Interactive Prototype
Once i got the feedback from stakeholders, i went ahead and created mid-fidelity interactive prototype for user testing.
Usability Study
Created A/B test between single & multi panel views, so that i can understand which participant group completes the tasks quicker with greater success rate. Here are few key screens from my playback presentation with the stakeholders.
“Playbacks are distinct, story-like presentations that align your team, stakeholders and clients on the user value — not project line items — you are delivering.”
Hi-fidelity mockups
Based on findings — we decided to go ahead with the multi-panel view approach. Created an interactive hi-fi screens in Figma by following Genesys design system called Spark and documentation for Dev. team.
Outcomes
Post launch survey received
5 star ratings!
94%
Average response rate
25%
Reduction in average handle time (AHT)
20%
Boost in agent productivity