Contact Center

My Role
I was responsible for leading discovery sessions, design, and building interactive flows using Figma.
Target Audience
Redesign,
YEAR
2023
Overview

The objective of this project was to redesign the Salesforce 360-degree layout for call center agents, with the goal of improving their ability to navigate within the page and access the necessary information more easily. The redesign focused on creating a more intuitive layout that would enable agents to work more efficiently and effectively, ultimately improving the overall user experience.

Problem Statement

The current 360-Person Account Layout is unorganized, making it difficult for users to find the information they are looking for. Important information related to the person account is scattered across related sections and layouts, making navigation challenging and confusing for call center agents. This lack of organization results in time-consuming searches, delays in decision-making, and frustrated users. Creating a simplified card layout and intuitive design that enables users to easily locate and access the information they need is the goal of this redesign project.

Process

For this project, I followed the Double Diamond design process. This approach involved identifying the problem statement, defining the project requirements, and ideating potential solutions. Through a series of design sessions, I collaborated with stakeholders to gather necessary information and insights to inform the redesign of the layout. The Double Diamond process allowed for a structured approach to the design process and ensured that every step was intentional and purposeful. By following this methodology, I was able to create an effective solution that met the project's goals and exceeded expectations. Process For this project, I followed the Double Diamond design process. This approach involved identifying the problem statement, defining the project requirements, and ideating potential solutions. Through a series of design sessions, I collaborated with stakeholders to gather necessary information and insights to inform the redesign of the layout. The Double Diamond process allowed for a structured approach to the design process and ensured that every step was intentional and purposeful. By following this methodology, I was able to create an effective solution that met the project's goals and exceeded expectations. Here is a screenshot of person account before redesign. The initial layout presented a significant amount of information that was challenging for users to absorb at first glance. Users were required to scroll excessively to locate the information they were seeking, and this experience was not well-received.

Branding + Visual Design

For this project, we utilized the Salesforce lightning design system since the redesign was intended for implementation within the Salesforce platform.

Outcome

The new design layout involved a shift from a three-column layout to a two-column layout. This change provided ample real estate to display data in a manner that felt spacious and uncluttered, resulting in an improved user experience. The redesign also included grouping information in a searchable format, which further enhanced usability. The overall result was a cleaner, sleeker look that users found both visually appealing and highly functional.

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