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Genesys - Agent Voice Portal

Skills: Contextual Inquiry | Prototyping | Usability Testing | Visual Design


Adding new transfer and recording features to a product agents were already struggling to use.


Researcher, Interactive Designer and Visual Designer


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

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