User testing to validate call center app improvements

Our team addressed several needs in this call center support application redesign effort. Call center representatives needed to be able to scan lots of information, then isolate a record to act upon without losing context. We needed to create simple terminology, unambiguous calls to action, and an updated, pleasant visual design.

Having designed a few versions of enhancements, we interviewed CSRs to determine their preferences. Our redesign effort resulted in new interaction design and UI design that reduced clicks for common interactions, and was easier for both novice and experienced CSRs to use.

Better CX through better search APIs

Among other things, Fiserv Biller Division provides biller search support for point of sale bill pay transactions for Walmart Money Centers, an entity that supports the underbanked population. Walmart identified the need to improve the search success in their biller search API. I attended an on-site visit to several Walmart Money Centers in Texas to observe the bill pay experience first hand. I then summarized findings, produced a task flow identifying a lengthy and cumbersome user experience, and eventually identified API search enhancements by studying a data sample of search requests.

Decision support for families

For this project, Brookdale Senior Living wanted a tool to help families make decisions about senior living solutions. Following a design research engagement with IDEO, Brookdale hired StellarX (my client) to design and prototype a customer support tool based upon IDEO’s initial findings, and additional requirements. I helped create a requirements document, then translated them into some high level UI concepts, then produced a sales engagement process flow, and a wireframe prototype. StellarX then developed a visually rich interactive prototype. I designed and executed usability testing in Tampa, FL and Alpharetta, GA, then performed analysis and made recommendations on both the Web and Mobile interfaces.