Problem:
New functionality allowing agents’ feedback to be requested and captured as well as their activity to be tracked was requested by support managers in EMEA for a third-party, virtual assistant application (upper left image) used for troubleshooting customer issues.

Solution:
Designed a guided experience that could be implemented by the third-party, leveraged the agents’ existing troubleshooting process, and incorporated the new functionality requested by the managers.

Process:

• Met with the third-party development team and support managers to understand the application’s current functionality, agents’ troubleshooting process and needs, enhancements or features that were wanted, and any UI or development limitations.
• Developed a high-level user flow (center right image) and three concepts with varying levels of development effort. Concepts aligned with the internal agent portal UI and style.
• Met with support managers and third-party development team to review concepts and collect feedback.
• Revised concepts and presented them to the same internal and external teams for concept selection.
• Designed all UI screens and created UI specifications (subset of mock-ups shown at the bottom of the page).
• Reviewed UI screens with internal and external teams for final approval and hand-off.
• Worked directly with the third-party development team to answer questions,
  resolve any issues, and test the application before release.