The beginning of a big change
I joined the team at VHT to restructure and conceptualize a broad range of Telecommunications Software. The existing product, their highest in sales revenue, is a product named VHT Callback.
Before I could create a solution for the company, I needed to start from the beginning and define the problems. To aid in that, I needed to audit the existing workflow and interface, as well as observe the product in use. What I found were many road blocks and looping tracks. My biggest challenge yet was to simplify the previous ocean of steps into a straight-forward path.
By auditing the existing workflow, determining the problem points became apparent.
The importance of using VHT Software is being able to monitor the customer’s queues in the system at any given time. Naturally, this means that our interface must be responsive. I internally tested a handful of interface styles with the primary team to narrow down the ideal look.
The Evolution of a Product
By Agile best practices, each round of iterations means that the design can evolve as you test. The challenge of transposing each product in the VHT Family responsive visual UI successfully means that our users can seamlessly jump from Product to Product without confusion in UI consistency. The final working visual design representation of VHT Software means that each product in the VHT Family will remain consistent throughout. Ultimately, these elements are met using CSS global styles.
Monitoring consistency with style guides
Working with your developers is a big part of the visual design success of your project. By creating a Style Guide, and Specification Guide, I am able to monitor the accuracy of the UI. By following these guides, we are able to keep our standards high, and VHT Family of Product’s consistency on target.
During development and design, it is very easy to stray away from empathizing with your core user. This is solved by testing your work! As a new step in our process, I have introduced Usability and A/B Testing to the groups. By testing our work, we are able to verify that our assumptions are accurate or still need to be revised.
VHT Product Family
VHT Conversation Bridge™ integrates non-voice interactions with existing intelligent call routing systems so that customers who start an interaction on the web or within a mobile app can quickly and conveniently schedule a callback with a knowledgeable agent.
Navigator enables organizations to deliver on the promise of omnichannel experiences with a customer outcome management solution that quickly overlays any existing environment and empowers business users to create ideal customer experience flows with a single, easy-to-use interface.
VHT Callback™ calculates and quotes the expected wait time. This gives customers the option to receive a callback in the same amount of time as if they had waited on hold, or to schedule a callback for a more convenient time.
Marketing and Print Work