Smart Dial is a predictive outbound dialing service. It is offered as an add-on application, or an integrated widget which can be embedded into third-party applications like Salesforce. It helps optimize call campaigns to maximize efficiency and conversion rates.

The business goal for the new product was to combine the best features of 2 different applications in a single, new product which offers a modern user interface and usability out of the box. While it introduces new capabilities and features, it builds on the foundation of earlier variants, leveraging existing technical specifications. Due to this certain user flows were already established before the design process even began due to reworking of older applications.

Challenges

To optimize user flows, improve Information Architecture in order to present the right information intuitively in a widget with a small viewport.

Another major challenge of the user experience design was managing the complexity of presenting a lot of information in a small viewport.

Approach

The right information needs to be presented at the right time. We started the IA research without any predetermined notions to discover what the most optimal user flows should be. After the IA workshop the team arrived at some conclusions based on the research and decided to break down the content display into 2 sections: Call Information and the Disposition.

On the user interface, we segmented the information into Tabs. During the early stage of the interaction, the agent requires information from the Call Context tab. In here, vital information is placed higher. Everything in the disposition tab, labeled as ‘Wrap-up’, is required once the agent determines the call is coming to end, or has ended.

Outcome

The product team successfully launched the new product, and is currently working on the next set of features.