Telecommunications Industry | June 2019 - Present
Lead Product Designer responsible for research, interviews, product strategy, prototyping, IxD, VxD, and IA.
Designers (4), Product Managers (3), Developers (30+), Content Strategists (2)
We designed an interface for agents to be proactive rather than reactive. Agents can quickly identify the issue with an account and propose a recommendation powered by AI. This improves customer experience, reduces operating costs, and increases revenue.
Our solution has helped Oracle attract 3 new customers on a 5-year commitment.
We gathered requirements from Product Management and researched in parallel.
Design a customer experience solution tailored for the Telco Industry to increase revenue and customer satisfaction.
We got push back from Product Managers on doing user interviews since we were on a tight deadline.
It was an opportunity to differentiate ourselves by simplifying the interactions and reduce the cognitive load.
We went our way to find users and interviewed them.
Average amount of phone calls per day.
Average handling time per customer.
Frequency of an adjustment done through up-selling.
Time spent engaging with legacy systems.
Frequency of billing-related issues.
Time to up-sell or cross-sell products.
< 7:00 min.
Have a lot of manual processes.
Measured on sales quota.
Limited time to up-sell products.
Service agents need to nurture customer’s and account’s services in order to meet their quota.
Service agents need to understand customer’s needs in order to make the best recommendation possible.
We defined signature moments based on our research.
I animated a prototype to iterate our assumptions with users.
Early iteration of AI recommendations.
We collaborated with the AI team to consider best practices, such as letting users provide feedback.
Latest iteration of AI recommendations.
Screenshots taken from the Service product.
We proposed a design that would cover most CX cases and named it the Foldout View, where the information is grouped into pillars to reduce cognitive load and users could easily navigate between a panel and a detail page.
Early iteration of the Foldout.
The latest iteration of the Foldout narrates the following:
Latest iteration of the Foldout.
Our solution was well received by other teams, so I was asked to design the IxD spec to include it in Oracle’s Design System.
Latest iteration of an assisted plan upgrade.
Latest iteration of an assisted purchase for a new customer.
Although this raises other concerns regarding the consumer-faced products, this product was focused on the agent’s perspective.
Early iterations of an assisted buying flow for a new customer.
Research is not negotiable. The insights we gathered had a major impact on our design decisions.