Adding bulk actions and transfers to Live Insights

Company - ASAPP

Role - Design Lead

Timeline - Sep 2024 - Dec 2024

Research // UX // UI design

In 2024, ASAPP built several enhancements to help improve feature parity with competitors and to ease migrations for new customers. One of our potential new customers requested that we add a series of bulk actions to help empower their call center administrators. We needed to quickly scope how we could refactor the current Live Insights application to facilitate these bulk actions.

Discovery Phase

I have been the design lead for ‘customer experience’ at ASAPP since 2023. One of the products, Live Insights, provides call center administrators with real-time context for agent performance, queue volumes, and attribute routing. These new bulk actions aimed to empower these administrators by enabling them to act with the most context available.

01
Kickoff

Our key objectives included:

Enable administrators to view conversations using filters.
Add new data metrics to help administrators quickly identify and manage conversations.
Expand queue mitigation for administrators by enabling bulk actions.

02
Reviewing workflows

We reviewed the current customer workflows within the application. We then formulated assumptions and identified areas where we could improve the existing flow to develop a new user journey.

03
Ideation

We held multiple workshops to ideate solutions, voted on the most popular ideas, and created higher-fidelity screens to validate with users based on our updated workflows.

04
Validation

High-fidelity screens and prototypes were created and tested with users from various teams. Multiple rounds led to numerous iterations and refinements.