Connect App
An intuitive Call Center and Customer Relationship Management application
Product/UX Design | 10 2019 - 04 2020
Connect PC/Mac App is part of the Connect Call Center + CRM service. It helps the business to provide a more personalized customer experience and improve sales and support agent work efficiency through:
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Keeping a detailed customer profile that can be filled out with info from customer interactions
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Enabling agents to send, receive, track calls, emails, and other customer activities all in one place
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Providing streamlined user flows and automation tools to increase the agent productivity
Scope
Product research
User research
Product design
Prototyping
Implementation review
My Role
Product Design Lead
Worked with the product manager (CEO), front-end and back-end engineering teams
Managed the UI/UX designer
Duration
Oct 2019 - Apr 2020
1st release
Apr 2021 - present
2nd release
Tools
Sketch - UI/UX Design
InVision App - Design handoff
Trello - Project management
Miro & Lucidchart - User flow, Information Architecture
Context
As EVOX grows its cloud PBX market domination in Taiwan, the CEO would like to expand the business into the CRM and Contact Center area for small and medium companies. We are working as a small innovation team in an agile environment.
∎ Opportunities
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Inefficient and poor customer service due to lack of customer knowledge
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The market gap between bulky and expensive enterprise CRM solutions and plain excel sheets
Grew the market share & Signed more customers
Expand the product line
Design Approach
DEFINE PROBLEMS
Research
∎ User profiles
Based on the user interview of D2's Sales and Support and second-hand research, we identified 3 types of persona with different working scenarios and needs.
DESIGN EXPERIENCE
User Journey
Based on the main scenarios of interaction from the Persona
∎ Sign a new customer
Lead-based business | A potential customer calls in for product/service needs
∎ Resolve a customer support issue
Small and medium business | An existing customer calls in to solve usage problems
INTERFACE SOLUTION
Prototype
Project Reflection
What I learned
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Experience in managing a complete product design from business requirements to product rollout
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Product thinking of organizing features based on user needs, business prospects, and development efforts
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Systematic thinking of solving complex user problems
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