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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
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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
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Listen & Understand
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Ask More Questions
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Whiteboard
Existing experience
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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.
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Love Making Beginnings
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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 Beginnings
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