Service Quality Monitoring

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.

Collaborated with analyst and related stakeholders to collect, evaluate, and analyze information for our design.

Created wireframes and hi-fi design that clearly convey design ideas and solutions.

Provided strong communications to internal teams and user to gather feedback.

Continually monitored and improved the product's user experience by utilizing user input and data-driven insights.

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.

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 wireframes xand 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.

Re-analyze designs that have been made to gather feedbacks for future improvement.

Repeat the process to get the best product!