Mobile Coach
A mobile experience used in the Verizon call centers across the US to help coaches have more access and freedom to manage their teams on the floor instead of being locked behind their desk.
Partners in crime: Sanchita Baja, Chris Stapleton, Tina Chou, & Amit Fernandez
What problem are we trying to solve?
Verizon call center coaches need to keep their finger on the pulse of their team throughout the day by looking at key performance metrics but they struggle to keep up because this information is buried in a legacy system on their desktop computer while they are constantly on the floor managing their team.
What was my role?
Shadow and participate in focus groups
Research best practices for data visualization
Design a new experience that integrates into Mobile Coach
What was the process?
Establish empathy Visited a local call center to understand call center structure, the daily process, and coaching challenges and workflows.
Combined our findings and most important observations Coach’s pain points needed to be accurately communicated to development and business partners.
Some of our findings and grouping based on center visits
Research data visualizations Using an excel spreadsheet to make quick decisions is not an ideal outcome. A dashboard was going to be a better pattern to use but first I had to learn about best practices in order to inform my design decisions.
Integrated design Creating dashboards is about the conversation that will happen after the data is seen. Simple visuals that are quick and simple to read was the goal to help coaches focus on what should be their next steps.
There are 9 metrics that matter to a coach upfront with these six being the most important
A deeper look into who a rep is performing in comparison to their peers
Result
After three months of fine tuning the design, and feedback sessions we rolled out the metrics view to all coaches we received an overwhelming positive response. Coaches reported that they were making less trips back and forth to their desks and we saw usage time increase on mobile coach.
Key learnings
Understanding that a coach’s decision affects everything, up to the company’s profit margins was a huge idea to wrap my head around. This helped me to think about how my design decisions ultimately connect back to the company’s profit margins as well.