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.