Chat Management Application
Design Research, Project Scoping, Interaction Design, Visual Design
Design Research, Project Scoping, Interaction Design, Visual Design
The project goal presented an interesting challenge to create an efficient chat management system for young customer care professionals. As the design lead, I have conducted contextual analysis and focus group study, followed up with quick brainstorming sessions involving business owners and stakeholders.
The final design solution radically re-structured IA and blended erstwhile fragmented work floor experiences using social media paradigms like chat, social feeds and gamification.
The team conducted design research through focus group discussions and contextual inquiry to evolve a set of design guidelines and a conceptual schema.
After extensive sessions with business team and on the floor contextual interviews with focus groups, we formulated a detailed task and prioritized features.
Extensive whiteboard/paper prototyping and brainstorming followed and the team presented a low fidelity wire frame to the stakeholders and selected users. Changes were incorporated to a detailed Axure prototype, documenting major work flows.
Chat console designed for optimum performance and ease of access. The new designs enabled better Multi-tasking, reduced chat handling times and increased concurrent chat handling.
Team leads were able to get a birds eye view as well as a microscopic view on the teams activity and performance.
New UI integrated management tasks handled through multiple applications with much more ease of scanning and processing data.
Detailed interaction documentation to define dynamic work flows and complex interactions.
This project was completed while working at Pramati Technologies Pvt. Ltd.
