FINANCIAL SERVICES CALL AGENT METRICS PAGE
SUMMARY
I worked on a project in which the challenge was to redesign a call center interface for a wealth management client. Along with my fellow intern, my task was to redesign the metrics page and provide a personal experience for call associates to provide a pulse on how they’re feeling, performing, and engaging. Our solution was to create a readable way to see metrics from the call associate perspective while adding a light-hearted and gamified community aspect to encourage teamwork.
YEAR
2021
PURPOSE
Professional
TOOLS
Figma
STYLE GUIDE AND REFERENCES
The design system was created by senior visual designers and included button styles, custom components, accordion fold-outs, a color palette, and a dark mode. Some of this material was altered on this portfolio for confidentiality purposes, and is therefore not shown here. Ultimately, we designed 12 wireframe screens and 2 iterations of visual design applications.
ISSUES
There were a number of issues with the overall call center application including a dated design, a lack of customization, a stressful interface for new joiners, poor usability, and a lack of automation. As for the existing metrics interface, it did not make looking at personal statistics useful or less stressful, which were two of the things we wanted to tackle.
SENTIMENT CHECK IN AND COMMUNITY PANEL
As part of a focus on employee wellness, the sentiment panel (top) allows the associate to check in with their feelings and view them over the course of the month in the form of a word cloud.
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The community panel at the right side brings together performance and engagement on the page. The kudos points at the top right are a simple way to thank and connect with people on a team and in the greater community. There are different types of points to customize the interaction, in a simple, pared-down format for both sending and receiving points.
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Below the kudos is the challenge section, a fun way to keep associates motivated with tasks, incorporating aspects of work including metrics and kudos. After a challenge is completed it appears as a badge, and each has unique names and iconography to keep the section pleasant and engaging.
METRICS
The metrics section contains the most relevant and useful data so associates can gain insight into their areas of strength and growth opportunities.
Metrics include customer satisfaction, callbacks, handle time, and transfer rate, all of which have a unique graph chosen for the type of data shown. Each graph can be expanded to show more detailed information, separate values by call type, and filter by length of time.
VISUAL DESIGN
The initial visual design application implemented the workspace as one module, but as the rest of the screens were designed fully, it became clear that the workspace might unify better if we had separate modules for the sections instead of one master module.
REFLECTION
This project exposed me to designing on a larger team and working with guidelines and a style system, while still finding ways to innovate and find creative solutions to the pages I am responsible for. Given more time, the intern I worked with and I would have loved to implement a smart system that parsed the call associate's data and recommended various trainings or places to improve given a certain call type or satisfaction rate. This would greater contribute to reducing the associate's stress and responsibility in analyzing their own data, allowing them to quickly see places for improvement and begin that development right away.