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
Westjet

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

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Whiteboard

Existing experience

f1studioz, 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.

f1studioz, Day to day work flow

Love making begins

f1studioz, Love making begins

Westjet Lounge Portal

Westjet offers airport lounge service to all their premium customers as other airlines. Hence they wanted a next generation lounge portal experience for the agents to cater to all the Westjet customers.

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.

Love making begins

f1studioz, Love making begins f1studioz, Love making begins f1studioz, Love making begins f1studioz, Love making begins