CMS for Call Center Associates

Context

This Case Management System (CMS) was designed for call center associates to manage NISO (No information/sub-optimal) cases, that extracted from text analytics application. Our team had 5 weeks to design and build a working model from a proof of concept.

I was the Lead Designer of this project, partner with a PM and a group of web engineers across the entire project cycle till product launch.

Sample view of the case page, original logo covered to protect client info.

Sample view of the case page, original logo covered to protect client info.

The User Scenario

Client call centers receive calls from customers asking questions about their drugs and medical devices.  The call center associates try to answer these questions to the best of their knowledge.  However, they are not able to answer a number of queries for various reasons.  Such calls are marked as “NISO” (No information/sub-optimal)*.  The transcripts of NISOs are sent to Client for further action.  When action is taken, the NISO is considered closed.

Client desires to implement a case management system (CMS) to manage NISOs.  CMS users need to be able to view NISOs, assign responsibility and determine actions for individual or groups of NISOs (subject to user privileges).  Additionally, Client desires that appropriate user receive email alerts at various stages of a NISO’s lifecycle.

Process

Starting point

MVP solution based on a proof of concept with our partner client at the moment.

Map out the information architecture

In order to better understand the CMS's feature scope. I worked with the client, our product manager and engineering lead to map out the Information Architecture of the entire platform. And we agreed on the implementation steps to quickly design and develop the product to meet the deadline.

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Initial whiteboard brainstorming

Initial whiteboard brainstorming

Detail Example 1:

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Ideation

Based on the user needs at this part of the flow, I generated several interaction and layout concepts to start exploring the design opportunities.

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Final Concept and Key Rationale

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Detail example 2

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Sample deliverable hand offs

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Result and Learning

It was a great learning experience for me. I enjoyed taking the ownership, roll up my sleeves and partner with the team to design a delightful product experience that delivers value to our users. We presented the final prototype to the client and launched this MVP product. The client was excited to use a real product to make their workflow much more manageable.

As the lead designer of this project, I’m glad that we were able to work together to come up with this solution within a short amount of time. While I also know there are many aspects of the solution can be further improved. To come up with a design solution that our developers have enough time to build and test the model, I have to make a few assumptions upfront and test concept along with the client.