Omnichannel Engine Dashboard

Omnichannel Engine Dashboard

Project: Communication Hub

Create a single dashboard that allows call center agents to quickly pull up and reference all communications between the merchants and FIS from any of our comm channels.

Role: Principle UX Designer

Lead the entire project, set the testing and research standards, supervise the UI creation, create consistent testing milestones to attain maximum user feedback. Hands on design and whiteboarding sessions to examine all areas of the dashboard.

Problem: 3 separate channels of communication for Agents to see Merchant Communications

Prioritize messaging based on multi-tier importance levels.

Solution: Create a single dashboard that pulls in all communications and seperates them with intuitive information architecture reinforced by semantic colors for at-a-glance navigation.

Artifacts: Wireframes, Personas, Journey map, User Tests, and Prototypes.

Personas