The Agent Experience Dashboard redesign project has significantly improved the usability and efficiency of the platform. By focusing on customization, streamlined workflows, and additional features, the platform now empowers agents to be more productive and provides a more enjoyable user experience. This case study underscores the importance of user-centric design in optimizing user experiences.
The existing Agent Experience Dashboard presented various usability challenges, including limited customization options, manual workflows, inability to create cases, and inefficient product management. Agents required a user-centric solution to improve their efficiency and experience.
Empathize with agents by speaking with them directly
User Interview
Identify and narrow agents' pain points
Afiinity mapping
User Persona
User Journey
Conceptualize solution that solves agents' pain points and mapping all of them
Competitive analysis
Task Flow
User Flow
Create Lo, Mid and High Fidelity maps, wireframing, prototyping, usability testing
Wireframe
Prototype
Usability Test
When I started the project, as always, I used Dan Nessler’s Design Thinking Double Diamond to break out the whole process into Discover, Define, Develop, and Deliver phases.
The project focused on redesigning the “Agent Experience Dashboard” to address various pain points and improve the overall user experience for agents. Key challenges included the inability to customize the dashboard, complex workflows with excessive clicks and manual touchpoints, and the absence of essential features such as case creation, product management, tracking, communication, and task management. The project aimed to enhance customization, streamline workflows, and introduce new features to create a more efficient and user-centric dashboard.
Lack of Customization: Agents were unable to personalize their dashboard to match their specific needs and workflows, leading to reduced productivity and user satisfaction.
Workflow Inefficiencies: The existing dashboard required users to perform multiple clicks and manual tasks, resulting in time-consuming and error-prone processes.
Limited Case Management: Agents couldn’t create cases directly from the dashboard, which hindered their ability to manage and track cases efficiently.
Product Management: Insufficient product management tools made it challenging for agents to access, edit, and track product details, impacting decision-making.
Tracking Features: Agents lacked real-time tracking capabilities for products, which affected their ability to monitor and manage product statuses effectively.
Communication: There was no direct communication channel between agents and customers through the dashboard, making client interactions less streamlined.
Task Management: The task management process required enhancements to provide agents with efficient task tracking and updates.
The project aimed to tackle these challenges by incorporating customization options, optimizing workflows, introducing essential features, and creating a more user-friendly Agent Experience Dashboard.
The main aim of conducting user research is to discover the lack of the current dashboard’s customization, agents pains, motivations and what they hope to achieve by using the tool.
Conducted interviews with agents to understand their challenges and needs. Discovered the necessity for customization, case creation, and efficient product management.Here’s a breakdown of the research conducted, including the questions asked during the interview, survey findings, and quotes from agents. This includes both qualitative and quantitative aspects of the research.
1. How do agents currently perceive the usability and efficiency of the existing dashboard?
2. What are the most critical tasks and features agents use within the dashboard on a daily basis?
3. How do agents perceive the customization options available in the current dashboard?
4. How would agents rate their ability to create and manage cases using the existing dashboard?
5. What communication features are currently available, and how do agents perceive them?
6. How important is real-time product tracking for agents, and what is their experience with this feature?
Survey Findings:
Usability Rating:
Critical Tasks/Features:
Customization Options:
Case Management Satisfaction:
Communication Tools:
Importance of Real-time Tracking:
Qualitative Insights:
This research combines quantitative ratings and qualitative insights to provide a comprehensive view of agent perceptions and needs regarding the dashboard. Further analysis and action items can be derived from these findings to enhance the dashboard’s usability and effectiveness.
Usability testing:
Performed usability tests to identify pain points and bottlenecks in the current dashboard. Found issues related to manual processes and complicated workflows.
Brainstormed ideas to address user pain points. Developed the concept of a “Customize” section for dashboard personalization.
In the Discover phase mostly i use Canvas map which help me to know which direction has to take and also, I’m able to identify which areas need more clarification. So, I can easily identify the gaps between agents and the current agent dashboard portal and focus on that problem.
In this competitive feature analysis, we will compare ServiceNow with our product/service in several key areas to identify strengths, weaknesses, and areas of differentiation.
While ServiceNow is a powerful platform with extensive capabilities, it may be considered complex and costly by some users. Our product seeks to differentiate itself by offering a user-friendly, cost-effective, and highly customizable alternative, prioritizing ease of use, flexibility, and customer satisfaction.
After collected positive feedbacks from my mid-fi prototypes, I started to work on the interface design and improved the visual elements. Created Hi-Fi Map
Upgraded the dashboard with an "Action" feature, allowing agents to edit, delete, or update customer details seamlessly. This resolves the previous limitations in customer data management, offering a more dynamic and user-friendly experience.
Revamped the case section to automate the closure of cases upon product receipt, significantly reducing manual case management efforts. Additionally, introduced a new feature that enables agents to create new cases with fewer clicks, streamlining the case creation process and enhancing overall efficiency
We have enhanced the menu section with the addition of a 'Products' feature, providing agents with seamless access to product lists. This enhancement allows agents to efficiently manage products through capabilities such as filtering, sorting, viewing, and editing product details, as well as adding new products. Furthermore, we've integrated a robust tracking feature into the agent dashboard, enabling agents to effectively monitor product statuses in real-time.
Developed a new "Create Outreach Campaign" section, enabling agents to efficiently manage marketing campaigns. This feature addresses the previously noted lack of direct marketing tools, empowering agents to initiate and oversee their outreach efforts comprehensively.
Added a sophisticated "Calendar" feature for comprehensive event management, including viewing, editing, creating, and scheduling events. This tackles the earlier challenge of managing tasks and schedules within the dashboard. Refined the "Task" feature to enhance task management and updates, making it more efficient and user-friendly
Added a sophisticated "Calendar" feature for comprehensive event management, including viewing, editing, creating, and scheduling events. This tackles the earlier challenge of managing tasks and schedules within the dashboard. Refined the "Task" feature to enhance task management and updates, making it more efficient and user-friendly
