Context
The Lead Platform is an internal proprietary application used by MVF to track and manage leads. Telemarketing agents are one subset of users—they use the platform to queue up customers, call them, and attempt to remarket them as new leads in other subcategories. The platform has existed for many years, with new features added over time without much consideration for the user experience of the agents.
I left the company before the completion of the project, but you can view the work in progress.
Goals
The aim of this project was to help Telemarketing agents easily access all the information they need to have successful and uninterrupted calls to increase the number and quality of calls they carry out.
Design Sprint
We brought together a multi disciplinary team to work on possible solutions to the UI.
To understand the problem we interviewed a selection of agents and watched recordings of a number of calls to see how the agents used the platform. We took notes in ‘how might we’ (HMW) form, and used dot voting to determine what areas were the most valuable to tackle.
Using the videos and previous understanding of a few members of the team who were very familiar with the system, we developed a detailed user journey that the Agents would follow. Taking the most popular HMWs and mapped them to the stages of the user journey. This allowed us to focus on specific states of the application or sections of the process.
Armed with a deep understanding of the problems we discussed the goals of the project. We knew there would be certain technical and operational challenges. Each of these were listed as someone was assigned to look into these further outside of the sprint.
We moved into the ideation phase starting with lightning demos. Each of us spent time searching for design patterns from other applications that we liked, or thought the lead platform would benefit from. Later we each shared these among the group, before developing sketch solutions to the HMWs from earlier. These ideas were shared, discussed and amalgamated into new wireframes and user journeys.
At the end of the design sprint I took the wireframes and created high-fidelity prototypes that could be shared with agents and stakeholders for feedback.
Design build
I used the Iris design system to build the screens and prototype, this gave me a library of atoms to build from. Throughout the design build I gave the team and stakeholders regular updates which allowed us to quickly address issues as they arose.
Unfortunately my time at MVF finished before this project went into development, but you can view the work in progress designs and prototypes.
