Web Application
[24]7.ai having 7,000+ human agents across all geos and today Agent handles interactions themselves and with a lot of support from the supervisors and SME thats why there is a major demand for such platform from where these agents and their supervisors will connect and communicates easily and share their knowledge/ queries which makes agents completely independent and also helps the business at various levels.
Problem statement: To explore the unique integration of agent console and internal communication platform to enhance the agents knowledge base and capabilities in real time thus making them more independent, updated and competitive in their job.
Intern UX Designer ([24]7.ai product design team)
Process Understanding, Agents Research, Problem Understanding, Primary Research, Secondary Research (Literature Study + Case Studies), Competitor Analysis, Data Analysis, Research Insights, Data Visualization, Persona, Journey Mapping, Stakeholders Mapping, Function & Intent Finding, Information Architecture, Usability Testing
Concept UI Sketches, Paper Prototyping, Low Fi Wireframe, UI Flow, Visual Design, High Fi Wireframe, Prototyping, UAT
The final design proposal was presented to all the teams and stakeholders for their approval, The design document of the entire process was submitted to NID
The project is under NDA: Only parts of the project are highlighted here, please contact me for the entire design process.
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[24]7 Chat > Lobby > Profile
