Chris Arredondo

Problem

Customers need a tool to manage the customer support communication platform to fit their own site needs.

Discovery

My process started by learning and understanding where things were at and who the key stakeholders were. I meet with PM and Dev to get a clear idea of the roadmap they each were working towards. At this time the Dev org was going through a change in process to be more nibble and fast to ship. I needed to jump in and hit the ground running.

I started to do a competitive analysis, as well as get up to speed with the current pattern library. My initial focus was on user management to support call centers and then to focus on the virtual agent tool. I started sketching out some initial ideas on paper. There were several personas that were created for this product. However, there were three distinct persona’s that were the primary users of the tool; a call center admin, a config manager and a developer. I setup interviews with people that fit into each of these personas to learn all I could from them.

Access Management

A new tool that replaces a legacy system that was slow and complex for existing users. This tool allows call centers to manage access for individual agents, manage specific roles and manage teams. It also manages multiple call centers.

Virtual agent configuration

A new tool that lets you configure a virtual agent in various ways from the look and feel to the more complex rules and policies. The virtual agent required a developer to make any configuration changes. The new design empowered the config manager to make simple changes and allowed a developer to focus on complex changes.

Mockup editing a rule

Outcome

The outcome was a success as the tool is now being used to manage the virtual agent on various Expedia sites. With that momentum, we started on design revisions of rules and policies that simplified the above examples even further.