Next generation rewards dashboard for westjet customer care.

Customer Care Support
Westjet Rewards
Call Center Agents
Lounge Portal
Discovery
Task Flows
Wireframes
IA
Visual Design
Oracle Siebel Open UI

Problem Statement

Customer care is the most important touch point of any brand. We want to empower our agents to make decisions fast and be proactive instead of reactive. Leverage Seibel Open UI framework to the best.

Improve agents' productivity by reducing their time to close customer tickets.

Design Challenge

Reduce work flow by 68%

One click information
Reduce Discoverability & Ambiguity
Contextual and progressive information.

How we date

Listen & Understand

Ask More Questions

Whiteboard

Existing experience

Day to day work flow

We understood during our research while talking to stakeholders that agents key goal is to close as many tickets as possible. They use multiple devices like desktop, telephone with headsets and at times physical notes like post-its. Hence our goal was to reduce the cognitive load of the agent by providing only the most important information at any given time.

Agents are neither very organised nor good at multi tasking.

Love Making Beginnings

Problem Statement

Customer care is the most important touch point of any brand. We want to empower our agents to make decisions fast and be proactive instead of reactive. Leverage Seibel Open UI framework to the best.