Initial discovery – We needed to understand what purpose the software serves and why the redesign is important.

Step 1, as is always the case. Understand the user’s perspective. We did multiple side-by-sides and several interviews trying to understand the user and their pain points.

Personas… Thinking through the different users and what goals and challenges they encounter on a daily basis.

Attempting to organize the screen. What are they looking at? What’s most important? How can we modify it?

Why are they organizing their work flow in this manner? How can it be improved for a better experience and increased efficiency?

A first take at arranging the information hierarchy. Just a rough mock-up to get some ideas into visual format.

Exploring some functionality around features that would drastically improve the user experience – rather than having to log in and out for each card a customer has, we designed a system where the agent can easily swipe through the different accounts.

This was the creative route. Based on insights around the length of time for training and onboarding. What if we re-imagined what software looks like altogether… AND it was fun & intuitive!

Another take at software being fun with some predictive servicing built in.

The coded demo – this was the concept the agents responded strongest to. It meshed the fun with what they’re already familiar with – The agents particularly loved the intuitive nature of the re-design.

Next, we decided to explore what the experience is like from the customers point of view. How does the customer think and feel when contacting their bank?? What are some mediums they use to contact their bank and what pain points arise out of that interaction?

For starters, we looked at what other companies are doing to offer top notch customer service. How might we find inspiration for engaging customers at different touchpoints?

Taking the inspiration, what could we do that would enhance the customer’s experience…

Looking from an ROI perspective – could we decrease the need for customers to call altogether through education and interactive experiences.

Last but not least… The future – what might a call center look like in 10-15 years?

We saw virtual reality as a major player in the future of software and designed accordingly.