Traveled to 8 agent locations across the U.S.

Partnered with a project manager/research assistant, streamlining logistics and insight capture.

Goal: Understand contectual call behavior and firsthand challenges faced by agents.

Conducted 60+ agent interviews across varied environments.

Focused on how agents receive, process, and respond to account-level information during calls.

Discovered that timing, clarity, and interface consistency directly impacted call outcomes.

Crafted key data cards representing common customer inquiries and account tools.

Focusing on call timeline agents organized cards into beginning, middle, and end call stages.

Output: A rough architecture of mental models and timing expectations. Qualitative and quantitative data collected.

Utilized simplified dashboard wireframes for agents to identify information architecture.

Utilizing cards from the open card sort allowed me to obtain a 1-1 result between information hierarchy and agent’s call journey.

Revealed patterns in information accessibility vs. decision making urgency.

Interaction Workflow Defined

Visual Designs Defined and Specked

Quality Assurance between Engineering and Design

Updated Visual Design Component Library

Data revealed a 40% increase in sales touch point metrics for agents

Further AI implementation was invested based on agent performance metrics.

Considerable raise in NPS scores within weeks of implementation