UI/UX Redesign
Call Center Management System
Our team was assigned to move the existing functionality of the software to the shape of the new user experience. The challenge of this project was to decompose a complex software architecture with 100+ property components and functions and define their purpose to structure them in the new UI.
Old System Redesign
Chroicall was a a huge system for phone calls processing and data collecting. Users could generate reports, answer to calls, listen to them in real time and manage call center employees activity.
User Research
I’ve interviewed the client to acknowledge the business purpose and key money-maker features the client has specific specs about. I’ve also collected data about those functions which are most complicated for the users or we redundant in the new release.
I’ve also conducted interviews with the tech support to collect additional data and hear what exactly needs to be improved in the user experience.
Functional Decomposition
The old system consisted of 6 major components or Epics, which contained numerous of other pieces of functionality.
I decomposed the functionality to understand its purpose and define the right hierarchy to build it back into the new structure.
In this process I was responsible for the functions data collection and transforming it into the new UX. Here you can see the example of how I was documenting the features after the decomposition.
Wireframing and Ideation
Once the functionality was defined and explained, I started to get it back into the new UX.
Final Design
In the final design you can see that I got rid fo the numerous pop-ups, put additional functions into the sliding panels, and made the reports easy to view and identify.
