UX process sample

The call center was using software that was built in the 90's. It wasn't just that the UI was outdated but the list of services and subjects had grown over time. The simple task of dispatching a street light fix for example was almost impossible to get right unless you know the strange quirks of the system. The data was unusable and everything had to be done manually.

Call center representatives had to take calls, and send the job to the correct department, where the department lead would dispatch the job. It was a very one way process, if a customer wanted updates on the job they would have to call and reference the job dispatch number which was often missing.

We put together a design thinking process and mapped a few example service blueprints. the workshops all went really well. The issue was that it took us 7 weeks to map one service out of 300 services for 112 departments. That means it would take over 80 years to map all of the services.

I helped speed up the process by automating many manual tasks and connecting spreadsheets to forms for call center representatives. That way we would be able to automatically capture pain points and generate service blueprints. the service improvement team would still complete the manual 7-week process in parallel with the captured data.