Agent Associate Experience App
The design process to bring customized solutions for Agents and Associates
Client: Leading 100 year old Insurance company
Role: Product Designer
Project Details:
Design a customized solution for the sales force out-of-box product. Designed and enhanced the experiences of agents mobile app. Contributed to the migration of texting app into the native agents mobile app. Helped associates of various contact centers by contributing to the design of custom communication interface.
Contribution:
Tools Used:
Understanding and prioritizing the pain points, Requirements gathering, Workshops, Research, Users and stake holders interviews, Workflows, Design system, Wireframes, prototypes, and design QA
Figma, Salesforce ECRM, Salesforce Lightning Design System, Digital.ai Agility, FigJam, Mural, Sketch, Invision, Craft, Frontify, AWS, VPN, MS Excel, SharePoint, MS Outlook, QuickTime Player, Bear, MS Teams, Skype, MS Authenticator
The Challenge
Understanding, analyzing, and prioritizing the painpoints of the salesforce ECRM use cases. Designing and collaborating with cross-functional teams in integrating the feature into the app.
Challenge Accepted
Learned, explored, and gained the knowledge of Salesforce ECRM to deep dive and understand the problems. Cadence worked out to dig and find the major pain points of the interface usage. Regular touchpoints with the cross-functional teams made decision making easy and smooth.
Approach
Dig deep into Salesforce ECRM to understand, analyze, prioritize, and design a solution for the representatives of the respective contact centers. Adopt the requirements and translate them into usable and useful interfaces for an easy texting with customers when agents are away from their offices. Understand the product and contribute to addition of features to the existing screens for making associates lives go smoother.
I enjoyed working on different products in a huge enterprise technology company. I improved my cross-collaboration skills working with product owners, product associates, architects, technology analysts, technology managers, creative directors, frontend, and backend teams. Organizing design workshops helped me to gather needs, goals, requirements, and also build good relationship with the stakeholders. I solidified myself in following design process by kick-starting and leading different projects. I have given and received constructive feedback from peers during weekly design meetings. I revamped my research skills including user interviews. Contribution to the setup of design system raised my skillset in building design language and component library. By the end of the project, I learned Salesforce ECRM and Salesforce Lightning Design System, and added it to my skillset, and also excelled my skills in Figma, Figjam, and Mural.