© 2019 by Mary Murray

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