Problem
The main issue behind Script Creator was a need of IT support in creating scripts. Call centre managers could not make any changes without programming skills. Because scripts required to be changed often and quickly, managers couldn’t afford the waste of time or agents errors. A tool that would put managers in control position was needed.
Solution
A drag-n-drop interface was created. It allowed managers to design scripts made of different types of questions or answers, with a functionality of jumps between sections and setting up dependencies for various choices.
My role as an UX/UI designer was to find and bring a solution to life. It all started with an identification of users needs and analyse existing scripts to gather possible scenarios and use cases. Interviews were crucial here and with contextual inquiry, it gave a reasonable point for first ideas and prototypes. I designed multiple solutions to get the one that covered a major area of needs with an easy to use interface. The final stage of my role in this project was supervising front-end developers and preparing plans for further development.
UX designer toolbox
Research
Tools
Design areas
Multiple solutions and ideas were validated, prototyped and tested
Note: Since CrazyCall made recently a pivot towards SMBs and small call centre large scripts are no longer needed. The team decided to came back to this idea and use it again. Further development of drag-n-drop version was put aside.
