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Connect App

An intuitive Call Center and Customer Relationship Management application

Product/UX Design | 10 2019 - 04 2020

Connect PC/Mac App is part of the Connect Call Center + CRM service. It helps the business to provide a more personalized customer experience and improve sales and support agent work efficiency through:

  • Keeping a detailed customer profile that can be filled out with info from customer interactions

  • Enabling agents to send, receive, track calls, emails, and other customer activities all in one place

  • Providing streamlined user flows and automation tools to increase the agent productivity

Scope

Product research
User research
Product design
Prototyping
Implementation review

My Role

Lead UX designer
Worked with the product manager (CEO), front-end and back-end engineering teams

Managed the UI/UX designer

Duration

Oct 2019 - Apr 2020

1st release

Apr 2021 - present

2nd release

Tools

 

Sketch - UI/UX Design
InVision App - Design handoff
Trello - Project management
Miro & Lucidchart - User flow, Information Architecture

Context

As EVOX grows its cloud PBX market domination in Taiwan, the CEO would like to expand the business into the CRM and Contact Center area for small and medium companies. We are working as a small innovation team in an agile environment.

Opportunities

  • Inefficient and poor customer service due to lack of customer knowledge

  • The market gap between bulky and expensive enterprise CRM solutions and plain excel sheets 

Outcome

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Successfully shipped the product MVP

 🔗 https://www.evoxglobal.com/en/evox-connect/agent

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Grew the market share & Signed more customers

Expand the product line 

Design Approach

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DEFINE PROBLEMS

Research 

∎ User profiles

Based on the user interview of D2's Sales and Support and second-hand research, we identified 3 types of persona with different working scenarios and needs​.

DESIGN EXPERIENCE

User Journey

Based on the main scenarios of interaction from the Persona

∎ Sign a new customer

Lead-based business | A potential customer calls in for product/service needs

User journey-Signing a new customer.jpg

∎ Resolve a customer support issue

Small and medium business | An existing customer calls in to solve usage problems

User journey-Resolve customer issues.jpg

INTERFACE SOLUTION

Prototype

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Project Reflection

What I learned

  • Experience in managing a complete product design from business requirements to product rollout

  • Product thinking of organizing features based on user needs, business prospects, and development efforts

  • Systematic thinking of solving complex user problems

Some of the design process and product info are omitted here.

Please contact me to learn more about this project

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