The Project
The state-of-the-art frontline monitoring tool called Service Quality Monitoring is intended to improve service quality. Using this app, company can swiftly address issues, leading to improved customer satisfaction and loyalty. It combines cutting-edge technology with user-friendly interfaces, enabling company to meticulously track, analyze, and elevate their service quality. Discover the value of accurate assessment, smooth administration, and efficient monitoring with Service Quality Monitoring.
My Role
Collaborate with analyst and related stakeholders to collect, evaluate, and analyze information for our design
Create wireframes and hi-fi design that clearly convey design ideas and solutions
Provide strong communications to internal teams and user to gather feedback
Continually monitor and improve the product's user experience by utilizing user input and data-driven insights.
Design Process
Discover
First, we started by collecting important information through meetings with analysts and stakeholders to find the problems. After important data and information have been collected and analyzed, the analyst team will submit the Product Requirement Document (PRD) to the design team.
Problems:
Still use paper form-based for data collection
Difficulty in finding data because of the large amount of data
Takes a long time because data processing and reporting are still done manually
Explore
We began by analyzing the Product Requirement Document (PRD) to gain a deep understanding of the project's objectives and requirements. After that, we started the exploration, mapped out the user experience flow, came up with a wireframing and UI design. We also did checkpoints to find out updates for each role.
What has been solved:
Dashboard for comparing the performance of each agent and score data
On-the-go scoring system
Agent Lists contain detail monitoring of each agent
Feature to track monitoring progress
Analyze
Re-analyze designs that have been made to gather feedbacks for future improvement
Repeat the process to get the best product!
UI/UX Design
