Case Study: Communication Hub

When this project was started I had defined a very clear problem: Call center agents were having to go to multiple separate platforms to see the messages and alerts our merchants were receiving. After initial user testing and persona development I created a user journey that outlined the major friction points for both agents and merchants.

The issue we immediately hit was that the agents were often already on the phone with the merchant and a single use dashboard for messages was a unique build that only fit a very specific need. To try to optimize this dashboard and to make it work on a larger scale that utilized multiple channels of communication we divided it into 8 parts.

  1. Pro-Active Notifications:
  2. Equipment:
  3. Complaints:
  4. Event Notifications:
  5. Customer Interactions:
  6. Chargebacks:
  7. Customer Details:

Due to the agents having to multi-task, we wanted to create an easy information architecture reinforced by a strong color code that would allow agents to quickly identify the category of messaging/alerts relevant to the merchant they were speaking with. Achieving this was done by using our 7 groups and assigning them distinct colors that already had semantic meanings related to or referencing the pre-determined information groups.

In the end, this is what was built out. we went with a circular design with small circles on each field that showed how many new messages were in each category. This made that area stand out and allowed “at-a-glance” references for the agent. After testing with several users

What did I learn?

  1. The most important factor is the conditions the user is engaging the software in, considering that at the beginning saved a lot of re-work.
  2. Trying to speak with another person and read the software for reference to navigate is incredibly challenging for users. To solve for this we depended heavily on color to help create a mental map for the user, eliminating the need to read the details of the sections before navigating to them.
  3. The best information architecture can still be amplified by using pre-known mental models to streamline new user mental mapping.

Here is a link to test out the prototype we used for testing: