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Customer Journey 
Setting

Rethinking the customer experience for Agents

Project Overview

My Process

01

BRANDING

02

STORYTELLING

03

DESIGN

04

CONSULTING

Challenge

  • Kick-off meeting

  • Objective & purpose

  • Challenges & Risks

Understand

  • UX Vision Workshop

  • Market Research

  • Competitive Analysis

  • User Interview

  • Empathy Map

  • User Persona

  • Storyboard

  • Project goals

  • Customer Journey

Vision

  • Ideate

  • Collect User Needs

  • Business Opportunities

  • Visual Design

  • Prototyping

  • Guidelines

Strategy

  • Stakeholder validation

  • Roadmap

  • User testing

  • MVP

  • Measure success

  • Solve dependence

  • Overcome technical challenges

  • Meet business requirements

Next Steps

  • Iteration

  • Prioritize evolution

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Customer Journey Settings

 

Allows administrators to configure settings, customize the type of data agents have access to and let business owners create a custom workspace that works with their Business goals.

Agent's View

  • Administrators have the ability to control the amount of data stored in each customer's timeline.

  • They can set a limit on the number of touchpoints that agents can view in their selected timeline to ensure usability.

  • Administrators can also choose to display the transfer count on customer interaction cards and determine when to display the count.

Share the amazing things customers are saying about your business. Double click, or click Edit Text to make it yours.

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Data View

  • The current design offers a comprehensive view of all data collected by CCaaS, including routing information, customer identifiers, channels, and other configured core workspace objects such as attributes, queues, and channels.

  • In addition to this, we are working on the ability to add custom events to the Customer Journey, such as online orders, deliveries, billing reminders, and scheduled appointments. These events will be represented as custom Customer Journey objects.

Share the amazing things customers are saying about your business. Double click, or click Edit Text to make it yours.

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