CX SaaS for the Telecommunications Industry
Designers (4), Product Managers (3), Developers (30+), Content Strategists (2)
Latest iteration of the Foldout View in motion.
We gathered requirements from Product Management as a starting point, and did UX research in parallel to understand our user's needs.
Video streaming services, such as Netflix, have set the bar higher on customer satisfaction for traditional telecom companies.
(Gathered from 20+ hours of user interviews and workshops)
Amount of phone calls an agent receives per day
Time of average handling time per customer (minutes)
Percentage of times an adjustment was done through up-selling
Time spent engaging with old legacy systems
Frequency of billing related issues
Time to up-sell or cross-sell products (minutes)
Limited time to up-sell products.
Measured on monthly sales quota.
Work with manual processes.
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.
One of our first explorations provides a better visualization of the customer’s billing history. This allows the user to quickly identify the issue with a bill and provide recommendations powered by AI.
1st iteration of smart recommendations powered by AI.
Latest iteration of smart recommendations powered by AI.
Screenshots taken from the Service product.
1st iteration of the Foldout View in motion.
Latest iteration of the Foldout View.
Foldout View skeleton animation.
The Foldout View was well received by other teams, so I was asked to design the IxD specs to include it into our Design System for other teams outside of CX to uptake.
The biggest challenge I faced when working with the Core Design System Team was having many too many stakeholders giving feedback and finding a middle-ground that was a scalable solution for every product at Oracle.
Customers often need to contact a real person in order to fulfill a purchase or solve a problem that unassisted channels could not. Although this raises other concerns regarding the consumer-faced products, this product was focused on the agent’s perspective and we had to design for this use case.
1st iteration of an assisted buying flow for a new customer.
Latest iteration of an assisted buying flow for a new customer.