Agent Associate Experience App

Client: Leading 100 year old Insurance company

Role: Product Designer

Design a customized solution for the sales force out-of-box product. Designed and enhanced the experiences of agents mobile app. Contributed to the migration of texting app into the native agents mobile app. Helped associates of various contact centers by contributing to the design of custom communication interface.

Dig deep into Salesforce ECRM to understand, analyze, prioritize, and design a solution for the representatives of the respective contact centers. Adopt the requirements and translate them into usable and useful interfaces for easy texting with customers when agents are away from their offices. Understand the product and contribute to the addition of features to the existing screens for making associates' lives go smoother.

• Collaborated with product owners, architects, development teams, and technology analysts to align on the product goals.
• I worked hand-in-hand with creative leads and creative directors of the parallel and home design teams.
• Helped the team members during their migration of technical and design tools
• Facilitated design thinking workshops to help stakeholders to come up with their painpoints.
• Organized whiteboarding sessions to understand the user needs and their goals.
• Conducted a voting session to help the stakeholders in prioritizing the painpoints.
• Designed the interfaces by understanding the features of the product using various tools.
• Reiterated the designs for the next phase of the product by adding new features of the list.
• Did brainstorming to accommodate new features into the ongoing product.
• Connect with the developers after handing off the designs and making sure all their questions are answered.
• Did design QA to make sure the designs are implemented according to the specifications.
• Played key role from the design team in the integration of the feature into native mobile app.

ACMT is a salesforce out-of-box solution used by the associates and representatives of twelve contact centers working in the company.

Worked with research teams to get data, PO to understand their goals and needs, stakeholders in finding and prioritizing their painpoints, UXA to align on design affordances and content clarity, and Data Architect in analyzing and planning data architecture framework.

Conducted design thinking workshop to bring up the painpoints and align on a same page with all the stakeholders. Helped stakeholders by conducting voting session in prioritizing the painpoints. Reviewed sketches with the stakeholders and iterated them to enhance the experience for the end users.

MMO is a SF mobile application used by agents. It helps them by providing a flexible and efficient mobile experience in managing their offices and servicing customers on the go.

In this application I worked on features like Connect, Production Manager, and Events. I also contributed to the design system of MMO.

"Your office at your finger tips"

Connect is a web-based texting application used by the agents. It helps them to communicate with leads, prospects, and customers. It is a native mobile solution, to provide policy information and ECRM workflows on the go.

I worked as a designer from XD team in Integrating the application, into the native mobile and iPad to help agents with their day-to-day communications with their book of business. Collaborated with cross-functional teams to smoothly sail the designs through development to Design QA to production.

Designed various functionalities of the product by understanding the requirements. Iterated the designs by working in an agile environment to best align with the data framework and requests from SOS.

Events is a functionality in MMO, that helps agents and ATM to store account information and data collection when they attend any events. It gives them ability to track the event details and store information into ECRM. It also helps to find opportunities and collect prospect information individually.

I designed the product functionality by keeping the desirability, feasibility, and business objectives in the forefront. Cross-collaborated with the architecture, frontend, and backend teams through SOS to discuss design opportunities.

Designed and iterated comps for both mobile and iPad. Created prototype to help other teams understand the interactions and work accordingly. Reviewed designs and received constructive feedback from creative director. Handed over the designs to the development team and followed up with any questions they have.

HRD is a custom application designed for representatives and associates who work for the contact centers. They get calls connected using the HRD user interface. In this application I worked on addition of features like voicemail for the team and individuals.

I started my research with an exploration through the prototype and gathering details from the PO. Used Invision Freehand for research and documenting feedback. Migrated to Figma to continue the research and design the comps.

I enjoyed working on different products in a huge enterprise technology company. I improved my cross-collaboration skills working with product owners, product associates, architects, technology analysts, technology managers, creative directors, frontend, and backend teams. Organizing design workshops helped me to gather needs, goals, requirements, and also build good relationship with the stakeholders. I solidified myself in following design process by kick-starting and leading different projects. I have given and received constructive feedback from peers during weekly design meetings. I revamped my research skills including user interviews. Contribution to the setup of design system raised my skillset in building design language and component library. By the end of the project, I learned Salesforce ECRM and Salesforce Lightning Design System, and added it to my skillset, and also excelled my skills in Figma, Figjam, and Mural.