My role

My job was to redesign a contact centre application entirely. Since I was the only UXer, I did all the research, workshops, design and UX copy myself.

Image of the computer with the old design of the contact centre application open

The old design of the contact centre application that needed a redesign.

The process

The first thing I looked at was who our users were. There were two different groups; corporate contact centers and out-of-hours GP services. My first step was to talk to both of them and observe how they work.

I have collected and analysed the research findings in an Excel sheet. After that, the clustering of the pain points took place as a result of which we had six main categories that needed to be seriously reconsidered.

Blurred data of the collection of the user findings in excel sheet

We have compiled all the user findings, counted how many times the issue was mentioned and gave them a rating to dipict its seriousness.

I started by sketching and wireframing some ideas and flows I had in mind. The main idea I wanted to explore was to have two different home pages, one for each user group.

Sketch that shows the active calls in block on top of the page, and queues/contacts as rows at the bottom part of the page.

This was also one of the first concepts. I realized I wanted to move away from rows for calls and instead use a layout that I thought was more familiar to a user; the one that is similar to the phone call layout.

We went back-and-forth talking to the users and testing the concepts until all the design decisions were verified. Ultimately, we went to test a high-fidelity prototype that, since it scored high on usability testing, became Bridge 1.0.

Screenshot that shows Bridge 1.0 in use

The released version of Bridge that passed the usability testing with users.