project summary
Outbound cold-calling agents were struggling to manage their workflow and increase productivity due to a poorly designed legacy interface; morale was suffering as a result. I designed and led development of a new prospect call logging interface to improve user experience and productivity.
impact
My redesign yielded a 30% increase in productivity, bringing each user's average outbound call rate from 10 per hour to 13+ per hour. For a business whose sole focus is outbound calling on behalf of its clients, this is an enourmous gain that has had (and continues to have) immense, compounding effects on overall success in delivering value to our clients.
before
dangerous excessive scrolling
Poor use of "above the fold" page real estate and stacked inputs created exceptionally long page spans that required excessive user scrolling to move between key page sections.
dangerous haphazard field layoutexpand_more
Demographic inputs were haphazardly stacked, contributing to the scrolling issue and increasing difficulty for users to locate desired fields for edit. Contacts were especially difficult to navigate given the number of fields per contact.
A single dropdown to indicate verification of select fields limited data integrity.
Learn more at save the data!
dangerous static controlsexpand_more
Call logging controls were always visible, drawing user focus unnecessarily when not in use.
...wait, what city is this prospect in?
(scroll back up)
after
new_releases reduced scrolling
Consolidated layout allows for full page traversal within a single spin of a scroll wheel, reducing user scrolling and increasing in-page mobility.
The addition of research shortcuts also reduced user navigation demands for accessing external references.
Learn more at research party.
new_releases systematic field layoutexpand_more
Rendering demographic fields systematically created a flexible but logical and predictable data entry process, improving user productivity, especially within new, tabular contact "cards".
Built-in checkboxes and state-dependent styles allow users to capture and visually indicate verified data for any field. Learn more at save the data!
new_releases dynamic controlsexpand_more
Making page controls dynamic and responsive to user selections promoted streamlined workflows, allowing for intuitive shortcuts of repetitive and/or predictable actions.
scrolling...