interface optimization
Project Type: UX optimization of an existing interface/dshboard that is used daily by call center agents
PROBLEM
Current design has a slightly confusing / inconsistent user experience and needs stylistic updates that include more branded elements. Presence of usability obstacles that could be optimized to speed up user processes. There is also a lack of features keeping users motivated that could be used as incentives.
GOALS
Optimize the user experience to prioritize faster interactions and processes that make sense, without redesigning the current UXD layout so much that it confuses the user, appeal to users attitudes by creating a visually appealing and engaging design, and create a branded experience throughout that focuses on consistency. Implement design features that increase user engagement by boosting motivation, morale, and give incentives.
process
The design process carried out to achieve the final designs contained many steps. After learning how the current interface was operated and the purpose of certain displayed information, the design process could begin. Upon given the brief, design research was conducted for initial inspiration. User interviews were conducted in order to gain first hand insight on what pros and cons are contained within the current interface as well as any additional needs that have not been implemented in past designs. Understanding the user was next by creating assumptions based on the user interviews, which served as a guide and reminder when thinking in terms of component usability.
Heuristic markups were created to understand hierarchy of components throughout site pages. Low fidelity sketches and wire frames were constructed to begin the physical production of what the interface could look like. Through internal design critiques with dev team and selected users, low fidelity wire frames were inspected to provide feedback that lead into the eventual build out of high fidelity wire frames.
