Project Overview

Project Background

The current IVR system is outdated, with unclear and icon-only elements that frustrate users by requiring hover actions to understand their functions. The main users of this feature are administrators in the contact center industry who set up these systems. They are typically tech-savvy but also need tools that allow for efficient and straightforward management of call flows. A modern IVR, or visual IVR, turns complex voice prompts into an app-like visual interface, enhancing speed and user interaction.

Who Uses It?

IVR systems are used predominantly by businesses that handle a high volume of calls, such as in banking, healthcare, and customer service sectors. The administrators who manage these systems need them to be intuitive, efficient, and capable of handling complex tasks seamlessly to ensure a smooth caller experience and effective call routing.

The Need

There's a clear need to upgrade the legacy IVR system to improve the experience for administrators, who are the primary users. Modern IVR systems must support multimodal inputs (both keypad and voice), offer 24/7 availability, and enable self-service options to meet the needs of users who prefer solving issues independently without human interaction. This approach not only enhances user satisfaction by reducing wait times but also improves operational efficiency by freeing up administrators and agents to handle more complex queries​ (Phonexa)​​ (Aircall)​​ (Uniphore)​​ (Talkdesk)​.

Research Process

During the research phase, my team and I conducted interviews with both internal teams (product, provisioning, and sales) and external stakeholders (contact center administrators) to understand the core needs and challenges faced. This internal collaboration provided critical insights, revealing key needs for the IVR system to be effective:

• Clarity and simplicity in menu design to prevent user frustration and reduce call abandonment​ (Crazy Egg)​​ (Ooma)​.
• Robust self-service options to handle common inquiries autonomously, improving operational efficiency​ (Crazy Egg)​.
• Integration of voice recognition and touch-tone inputs, ensuring accessibility for all users​ (Fit Small Business)​​ (Crazy Egg)​.

Preface

The new design system is concurrently being worked on as this project is being developed. The Primary Nav, Secondary Nav, and Header are standard as part of the new design system.

Iterations (Listing Page)

1. Initiation: I began with a JIRA epic focused on revamping the IVR system, breaking it down into manageable stories and tasks.
2. Mindmap Creation: Collaborating with my product manager, I developed a mindmap of the existing system. Research indicated a major pain point with legacy systems is their complex, often confusing menu structures that lead to poor user experiences​ (Twilio)​​ (Crazy Egg)​.
3. Revision: Multiple revisions of the mindmap helped prioritize features, balancing innovation with familiarity to accommodate current users.
4. Prototyping: Using existing design system components, I crafted a Figma prototype, focusing on presenting IVR flows clearly and ensuring they were easily navigable.
5. WYSIWYG Development: Inspired by competitor analysis and best practices in other industries, I developed a What You See Is What You Get editor, facilitating easy updates and edits to the IVR system by administrators​ (TTEC)​.

We Chose Iteration 2

After careful analysis, we decided on iteration 2 as we realized the following based on our research:

1. Contact center administrators typically do not utilize too many inbound IVRs. It is unlikely there will be too many displayed at once.
2. The complexity lies within the WYSIWYG, not the listing page.
3. A card view presents a larger clickable area that is easier to read

Iterations (IVR Playground)

The goal for the IVR playground is creating an efficient environment to map out call flows. Furthermore, it should be scalable for nested operations within each flow.

I ideated on 2 different methods.

Winner: Iteration 1

Research indicates that users prioritize ease of locating and using blocks over having a larger workspace. Hence, a layout that keeps the drag-and-drop blocks readily accessible is more user-friendly for configuring IVR systems.

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What I Learned

These lessons not only contributed to the project's success but also enriched my skill set and strategic thinking as a product designer.

Next Steps

Looking at the final product, here are the next steps for refinement and future-proofing:

• Enhance Usability: Simplify interface further based on user feedback.
• Mobile Optimization: Ensure full functionality and ease of use on mobile devices.
• AI Features: Integrate AI-driven suggestions for more efficient IVR configurations.