Challenge
As a proof of concept for Company X, I created a series of mocks for a Call Center Manager persona to review the overall performance and associated operational costs from their mobile device as part of a larger CSR application system proposal using Google Material Design and iOS design patterns.
Approach
The ability to use a mobile app to access shift performance data metrics such as: type of calls answered, time spent per call, number of calls was critical. This PoC and the associated user research interview sessions with end users helped secure the larger project to redesign the entire Call Center's software application.
