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financial call center

Designing an Effective Call Center Experience

Mad*Pow partnered with a large financial institution to design an effective interface for their call center associates. When a customer calls their call center, the associate uses this website to pinpoint the exact, and sometimes very detailed information that a customer is seeking.

Project highlights:

  • Contextual inquiry reveals reliable and detailed information
  • Work flow focused design prioritizes pertinent information

User-Centered Research Method Improves Design

The contextual inquiry that the Mad*Pow project team conducted during the research phase of this project exposed the need for different methods of navigation depending on the situation. Since the interface needed to train as well as inform, and since the nature of calls is often dependent on current events or particular market conditions (e.g. tax season), the newly designed interface now bubbles up the most relevant timely, popular content items. When the new design was rolled out to thousands of call center employees, the transition was met without a single complaint. Users commented on the improved navigation, contextually relevant information display, and visual design -- an effectively demonstrated best-in-industry approach.

 

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Large Investment Firm
Designing an Effective Call Center Experience

Services

Team
Megan Grocki Experience Strategy Director
Will Powley Founder & Chief Creative Officer   Contact Will

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