Genesys - Agent Voice Portal
Skills: Contextual Inquiry | Prototyping | Usability Testing | Visual Design
Challenge
Adding new transfer and recording features to a product agents were already struggling to use.
Role
Researcher, Interactive Designer and Visual Designer
Solution
Together with developer and product manager, visited client sites where I interviewed agents and observed them at work. We decided to rebuild the app from scratch, including the new features.
Contextual Inquiry
From my observations of agents at work, I wrote a usability report with recommendations on how to improve the application.
Annotated wireframe and prototype
Presented and reviewed the prototype with stakeholders. After a series of revisions created the visual design.
Workflow Diagram of new transfer functionality
The sale of AVP helped SoundBite to make a profit for the first time
