Fidelity Bloom®

A mobile app designed to help people save more and spend mindfully.

Problem:

Many people in the 18-35 demographic are struggling to manage their finances effectively.

Solution:

• Fidelity Bloom® utilizes behavioral economics techniques, gamification, and design to help people build better saving and spending habits. It aims to provide a simple and comforting experience for managing finances, an obligation that is traditionally daunting and complex.

Analytics Dashboard

A customizable dashboard allowing supervisors in a call center to track performance in real time.

Problem:

Call centers need to display performance metrics in a publicly visible area in order to encourage efficient, quality customer interactions.

Solution:

• Visit call centers in person to gain insights into their day-to-day processes.

• Talk to team leads about the metrics that concern them the most, and current solutions for keeping their teams updated on call center performance.

• Collaborate with product managers and developers to define project requirements.

• Build wireframes for creating, configuring, and displaying call center performance metrics on TV’s or other public monitors.

• Test clickable prototypes with existing customers using InVision.

• Deliver styled UI mockups for implementation, and monitor development progress.

Genesys Tempo

A mobile app providing access to essential scheduling tasks.

Problem:

Call center agents need a way to quickly view and change their schedules on-the-go, so they don’t have to be at their desk when life happens and they need to adjust their work hours.

Solution:

• Represent UX in a Design Thinking workshop, collaborating with product managers and customers to develop a more thorough understanding and definition of long-term mobile vision.

• Talk to agents and their supervisors about their current processes for various scheduling needs.

• Build wireframes and a clickable prototype.

• Test designs with dozens of call center agents using UserTesting.com.

• Monitor development and QA before launching Tempo in app stores.

IVR Performance

An interactive report allowing call center supervisors to analyze use of interactive menus in incoming calls.

Problem:

When call centers set up voice menu systems, they need to track usage in order to improve the quality of the caller’s journey.

Solution:

• Collaborate with product managers and developers on data we can deliver.

• Sketch out a way to illustrate the caller’s journey using the applicable metrics.

• Build a prototype using existing design library components.

• Collect feedback from customers and iterate.

Supervisor Dashboard

A workspace designed to give call center supervisors personalized control over their team analytics.

Problem:

Call center supervisors need a customizable work space so that they can easily reference multiple reports and complete other tasks without opening multiple windows or losing their work.

Solution:

• Collect customer feedback and observe behavior of supervisors completing day-to-day tasks.

• Build wireframes and test with supervisors.

• Create a prototype for saving and organizing views in a single page.

• Coordinate with product managers and developers on an implementation plan.

Voice Transcription

A visual representation of a conversation allowing call center supervisors to review call quality identify areas for improvement.

Problem:

Call centers need to transcribe phone calls and analyze the topics covered along with customer sentiment in order to improve the quality of conversations.

Solution:

• Talk to customers about how they are currently tracking call quality and customer sentiment.

• Collaborate with product managers and developers on project requirements.

• Build wireframes to illustrate topic and sentiment detection in voice transcripts.

• Collect customer feedback on wireframes.

• Build an interactive prototype for navigating transcripts.

• Monitor development and coordinate with product managers to collect feedback during a beta release.

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