Revamping Exotel's agent dashboard
to enhance agent experience
Design Strategy
UX/UI Design
Interaction Design
Overview
Exotel initiated a complete revamp of it’s Agent Dashboard to enhance user experience for call agents. The focus was on streamlining operations
and providing a user-friendly interface with a delightful experience. The redesign addressed issues of interface inconsistency and inefficient call handling, aiming to improve overall efficiency for agents and supervisors.
My Role
I was responsible in conceptualising ideas
and re-designing the key modules and
feature areas, creating the design system
and managing an intern.
Team
3 UX Designers, 1 Intern and 1 Product Manager
Timeline
October 2021 - May 2022
Design process that we fine-tuned and adhered to
In the redesign of Exotel's Agent Dashboard, our primary emphasis was on grasping the challenges faced by call agents with the current system.
We conducted in-depth discussions and gathered feedback to comprehend the specific issues users encountered in their workflow. Through this,
we iteratively refined the dashboard, prioritising simplicity and efficiency. The objective was to create a more user-friendly interface that directly
addressed the nuanced problems and needs identified during our exploration of the agents' daily tasks and interactions with the system.
Creating an intuitive navigation
Crafting an intuitive navigation system was a pivotal aspect of the redesign for Exotel's Agent Dashboard, we simplified the menu structure and strategically organised features to enhance user understanding and efficiency.
Old Navigation : Filled with various Exotel products, causing user overload.
New Navigation : Much cleaner and organized with essential modules tailored to specific products.
Old Navigation : Overloaded with non-essential information for agents.
New Navigation : Streamlined and tidied top navigation for agent focus.
New and improved call log
The redesign of the Call Log addressed significant challenges in the previous system. The homepage was previously cluttered, causing information overload for agents. The lack of a clear visual hierarchy made it challenging for agents to prioritize or categorize information effectively. Additionally, the absence of a structured layout hindered quick and efficient information retrieval.
Call Details pop-up design with some of the features
PROBLEM
Lack of clarity & context
The current call details pop-up presented information in a cluttered fashion, making it difficult to grasp efficiently. Moreover, it lacked the necessary clarity for easy comprehension. Additionally, it didn't offer contextual information, necessitating agents to switch between multiple screens to gain additional context during a call.
SOLUTION
Clear & contextual design
To address these issues, we revamped the call details pop-up to prioritise clarity. The redesigned interface organises information in a more user-friendly manner, ensuring that agents can quickly understand key details. Additionally, contextual information is now seamlessly integrated into the pop-up, eliminating the need for agents to navigate between screens.
Call Recording - Single Recording
Call Recording - Multiple Recording
Multiple Call Transfer with Recordings
Call Disposition
Multiple Notes
Intuitive Table Actions
PROBLEM
Lack of intuitiveness in table row actions
The previous design faced issues with table row actions, as they were not intuitively presented. Users found it difficult to quickly identify and execute actions associated with each table row, leading to a less efficient workflow.
SOLUTION
Streamlined and intuitive design
In response, we implemented a streamlined and intuitive design for table row actions. The new layout ensures that users can easily identify and execute actions associated with each row, promoting a more seamless experience.
Call Logs Table
Hovering the row, two primay actions : Call and SMS
Instant download options for recordings
Intuitive table column management
Thoughtfully crafting search functionality
PROBLEM
Inefficient search functionality
Inadequate search functionality within Exosuite hindered users from efficiently locating desired information. Users faced challenges with inaccurate results and a lack of advanced filtering options, leading to frustration and decreased productivity.
SOLUTION
Enhanced search experience
We refined the search function in Exosuite to tackle these issues, adding advanced filters for quick, precise information retrieval. This boosts user productivity and satisfaction through a seamless, adaptable search experience and dynamically adjusts to evolving data sets.
When search is active
Searching with number
Searching with name
Empty State
Smart filters that acts as a table header
PROBLEM
Inefficient table header & filtering
The previous table header and filtering system lacked efficiency, leading to a suboptimal user experience. Users found it challenging to manage and understand filters, impacting the overall usability of the interface.
SOLUTION
Smart filters integrated into table header
To address this issue, we introduced smart filters seamlessly integrated into the table header. This redesign improves usability by providing a more intuitive and efficient way for users to manage and apply filters.
Intuitive call flows with delightful interactions
The previous call flow interface lacked interactivity, hindering user navigation and comprehension. Our solution introduces a redesigned interface emphasising interactivity and intuitiveness, enabling seamless call management and fostering a more engaging user experience.
Enhanced call handling features (Call transfer, ACW, Notes, Call Ratings)
Efficiently manage calls alongside other tasks with Exolite's expanded and collapsed call views. In collapsed mode, agents can quickly access essential call details without leaving their current workspace, enabling seamless multitasking. Expanding reveals comprehensive call information, empowering agents to respond effectively without disrupting workflow.
Showcasing the expanded and collapsed version of a call if agents are multitasking
Efficiently manage calls alongside other tasks with Exosuite's expanded and collapsed call views. In collapsed mode, agents can quickly access essential call details without leaving their current workspace, enabling seamless multitasking. Expanding reveals comprehensive call information, empowering agents to respond effectively without disrupting workflow.
Streamlined Outgoing Call Initiation
We developed a comprehensive design system for Exolite. By establishing a unified set of design principles, guidelines, and reusable components, we ensure consistency and coherence throughout the platform.
Design System
We developed a comprehensive design system for Exosuite. By establishing a unified set of design principles, guidelines, and reusable components, we ensure consistency and coherence throughout the platform.
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dbadidev@gmail.com
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