Chat+Mail for Call Center

Direct Talk was a SaaS company specialised in B2B solutions for customer services, their principal product is called “Agent’s Module” which is conceived to increase staff’s productivity and efficiency inside Call Centers across Brazil. My Role: UX/UI lead designer

The main goal of this project was to redesign Direct Talk SaaS with more features to increase agent’s efficiency when assisting their customers through Chat and Mail channels.

Requirements:
1- Renew the user interface experience through fresh new design and functionalities
2-Implement a consumer verification method
3-Implement notifications
3-Show to agents which chat window is active and close to finish its SLA’s time to respond

The result: New agent’s module for customer services

Agent’s chat view

Agent’s inbox email view

Agent’s email view

Agent’s email view for consumer authentication

Design Thinking process

Every project requires a specific method and research, which is very important to take this into consideration. As a general rule to start a new project from scratch, I would apply the 05 step Design Thinking methodology.

1-Empathize
Real understanding of user needs, goals and problems through interviews and deep research.

2-Define the real problem(s) to be solved
Clear understanding of the problems and critical points that need to be addressed.

3-Ideate
Lead group activities like brainstorms and design studios to discuss and propose solutions for the problems found.

4-Prototype
Create clear and concise prototypes to validate with stakeholders

5-Test
Apply user testing to validate solution and prototypes.

Persona – Agent (UX documentation )

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