Call Center Module
for a hospitality platform
Overview
GOAL Create a modern, future-friendly design system for a hospitality platform comprised of modules that are tools for hotel personnel. Version one of the design system was tested on the Call Center Module.
ROLE UI/Visual Designer working with a Product Manager, a UX Designer, and Head of UX/UI Design
TOOLS Axure, Sketch, InVision, Zeplin and JIRA for product management
Understanding the User
When reviewing the interview recordings obtained by the Product Manager and UX Designer, we were able to determine the following. The users consisted of call center agents and personnel that handle calls for hotels. The goal of call center agents is to book a reservation for a customer or a group of customers. It was important to note that the more rooms a call center agent would book in a day meant a successful day and a positive affect on their performance review. Therefore, navigating thru the module must be seamless, quick, and intuitive to serve each customer efficiently and effectively. Our findings enabled us to narrow down three user personas and develop a user flow shown below.
Research
A call center module already existed for the company; therefore, the team had a firm understanding of the actions and components within a call center module. Our two main objectives were updating the look of the system and creating a more polished flow of completing tasks that would reduce the time of each call and would allow a call center agent to accept more calls. We obtained inspiration and ideas from competitors and the market.
Wireframes
Designs
Style Guide
Below is the result of a 5 month time span of developing a style guide. The process started with studying the research material and listening to user interviews. The second half of the process included searching for design inspiration and best practices for hospitality software.
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