Product Design
wEB app

Guiding decisions at a glance

My Role

Lead Product Designer responsible for Research, User interviews, Wireframes, and Prototypes.

The Client

Evolux

Tools

Adobe XD

The Product

Evolux is a call center management solution that distributes and records calls and provides real-time reports and dashboards to supervise and analyze operations.

Call center supervisors requested a way to quickly monitor the performance indicators of the operators and the service provided, to guide the decision-making, in order to improve the service throughout the working day.

User Research

Initially, we did interviews with supervisors that used the application, to confirm the motivation behind the request. According to users, all indicators needed were already visible in the application, but it was displayed across several pages in detailed reports. During shadowing sessions observing the supervisors, we noticed that they would distribute a few pages on the screen, trying to see everything "at a glance", compromising the data visualization, and increasing the cognitive load, since most data shown was not relevant at that time.

After several follow-up sessions with users and specialists in our team, we've collected and ranked all the relevant indicators to define the hierarchy of data to be displayed in the dashboard.

Ideation

I experimented with low and high-fidelity prototypes to define the information hierarchy, in order to highlight the most critical indicators and group similar data.

Final Solution

The final result was a real-time Dashboard divided by focus areas, showing general data of the employees and the service provided, and quick links to the detailed existing pages so that users can easily access the full data if necessary.

  1. My Operators: Displays the total number of operators (online, offline, available and on breaks), the number of calls in progress.
  2. Calls: Shows the number of incoming, active and campaigns calls. You can also see the percentage of calls answered, abandoned, dropped, and lost.
  3. Longest Service Time: Shows the calls with the longest duration (at the moment) of each queue.
  4. Longest Waiting Time: Shows the calls with the longest waiting (at the moment) of each queue.
  5. Mood (Pulse Check): Shows the the average grade of how operators are feeling that day.
  6. Break Violation: Shows how many operators are taking exceeding breaks.
  7. Calls on Hold: Displays, the number of on hold calls and operators per queue.
  8. Duration SLAs (Service Level Agreement): Shows the duration SLA of calls for each team.
  9. Wait SLAs (Service Level Agreement): Shows the wait SLA of calls for each team.
  10. CSAT (Customer Satisfaction Score): Shows the CSAT survey responses for each queue.
  11. NPS (Net Promoter Score): Shows the NPS survey responses for each queue.

Handoff

Since the feature was new and we were changing the visual identity of the application, the specs provided to the engineering team were very detailed with behaviours, hover states, colours, spacing, etc.

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