Customer Financial Services
Role: UX Researcher & Designer
Redesign the internal workforce-facing web application (ACSS) UI for Verizon Customer Financial Services (CFS) call centers; empower customer service agents to achieve better call resolution within a shorter time.
What is ACSS?
Automated Customer Support System (ACSS) facilitates Verizon customer service agents on call-related tasks such as:
Phone and accessories orders
I analyzed the current UI by observing live calls through performance-monitoring software. I also studied content audit notes created by my coworkers in Excel.
I visited four call centers, familiarizing myself with agents' working environment and how they interact with ACSS. During observations, I clearly recognized how the current UI made simple transactions more complex. I sympathized with the agents’ frustrations and was determined to improve their experience.
My coworkers also held focus groups in call centers to collect general feedback and pain points.
Agents have difficulty keeping track of information and navigating the screens
Agents’ roles and expertise varies depending on their department and tenure
Inconsistent UI, too many codes on the interface and a large gap between training and launch
Reduce pop-ups, use a guided flow to bring information upfront
Customize screen based on agents' roles and allow some level of personalization
Adapt Verizon design standards and make the UI cleaner and more intuitive
The User Journey
We partnered with call center managers and business analysts who provided us with detailed requirements and scenarios.
We broke down the multilayer functionalities in ACSS into task flows/use cases. Members of my team took the lead on use cases and created designs individually, with regular team design critiques throughout ideation. Use cases were written in JIRA so the development team could easily keep track of bugs and issues and the overall team had one place to refer back to the use case. I worked on one use case called “Payment Hub.”
As a rep, I should be able to assist the customer by opening a payment investigation ticket if the customer applied a payment to the wrong account.
If the customer has applied payment to an account other than their own, I should be able to launch Payment Hub with generic information about myself and the customer.
If the customer has applied payment to the wrong sub-account, I should be able to pull up payment records from the sub-account, and populate Payment Hub with the details of the specific misapplied payment.
The agent needs to launch multiple accounts in ACSS and scan payment activity to find the payment in dispute. This is a time-consuming and tedious process
If the agent cannot locate the transaction, they access payment hub from a different location
Provide an intuitive, easy way for agent to select accounts and enter Payment Hub
Place Payment Hub link within context of the existing page
Provide agent with a holistic Payment Activity that can access payment records for the account and associated sub-accounts with proper filtering and search capability