PROJECT OVERVIEW

Help customers manage back office processes for support contact center operations by routing third party and events objects through Genesys Cloud

DESIGN CHALLENGES

• Directed the the design experience and execution to create a world-class product
  
• Accelerating the progress of the project meet roadmap initiatives
• Designing an experience that is competitive in the market
• Creating an enhanced and seamless experience for the Agent to manage assigned tasks and automating manual tasks for the Supervisor

Competitive Analysis (Direct/Indirect)

• Nice InContact – Workitems
• AmazonConnect – Tasks
• Cisco
• ServiceNow
• Twilio Flex Task Router
• Verint – Case Management

Target Areas of Analysis

• Task Creation
• Handling Tasks
• Workflows and Rules Engines
• Admin UI
• Reporting and Forecasting
• Prioritization
• Parent / Child Relationships
• Defaults
• History
• Tags

Competitors highlighted that their solutions provide the ability to proactively and agilely manage rules and flows based on real-time needs.

Experience Roadmap

In the early stages, I collaborated closely with the Product Manager and Lead Engineer to assess and outline the critical features for the initial launch.

Together, we developed a two-month roadmap to coordinate designers and engineers, allowing them to distribute tasks and begin their discovery and exploration phases. This laid a solid foundation for creating an experience that automates tasks.

Wireframes

The established patterns in the Genesys Cloud client and web portal admin experience provided a strong foundation for our proof of concept for the designers to build from during the design process. This framework helped us visualize the work areas each persona would interact with for this feature.

Workflows + Wireframes

The team documented the Jobs to be Done for each persona to understand their needs before mapping out workflows to validate with the Product Manager and Engineering Teams.

This approach revealed gaps and opportunities within the existing technology, allowing the design team to create experiences more effectively and efficiently. All designs began with wireframes, emphasizing the experience and flow.

Research

In collaboration with the Research Team, we conducted usability testing for the Status Builder component for the Administrator/Architect persona process on Usertesting.com

After the first round of umoderated testing, it revealed the data we needed to explore the next iteration for further testing.

We were able run several more usability studies to ensure that we were finding the right balance for the Administrator persona in a small-business business (SMB) and enterprise environment.

Key Learnings and Takeaways

Within two months of leading the project, the UX team successfully delivered Phase I and advanced ahead of the Engineering Team to address the Phase II features outlined in the Experience Roadmap.

• Develop a strategic plan for launching the MVP and future releases.
• Early and continuous collaboration is crucial for building a scalable product.
• Innovate beyond the requirements to enhance the user experience.

View Other Work