The Project: Native Android App
TIMELINE: 2, 2 week sprints
SERVICES: UX Project Planning/Strategy, Sitemap, Wireframes, UI Design
So, how long does it take for you to have your question answered or buy a ticket to a concert or other event through a Call Center? Several minutes waiting on the phone and then realizing that the dates and times of available tickets don’t suit you at all? That’s exactly the problem I want to solve with a streamlined native Android app. We want the client to pick the right date on his own without traversing through an IVR jungle that we are all too familiar.
As part of the discovery phase, when asked if the customer would prefer to bypass a contact center's IVR system, this application is all about saving customers from long hold times. And, as a creative problem-solver, having had experience with these systems, examined an approach to help customers by presenting an IVR-free solution.
As the above images illustrate, my process often times begins with 'ol school pencil to paper to hash out initial thoughts during discovery in order to quickly jot down ideas and to kick around with stakeholders or peers. I quickly move on to low-fidelity wireframes containing detailed annotations, delivered as either static or interactive depending on complexity, for the purpose of pitching the concept to the UX team, product owners or directly to customers. This process ensures that the project meets requirements and features are on the right track with user expectations.