About this Project
The Challenge
The existing ShiftTrack app had usability issues and lacked an intuitive design, leading to user frustration and reduced productivity. Contact centers needed a comprehensive and user-friendly solution that could accurately forecast call volumes, optimize staffing schedules, and integrate seamlessly with other corporate systems. Technical constraints and compatibility concerns had to be addressed to ensure a smooth transition to the revamped design.
Solution
We redesigned the ShiftTrack app with a focus on simplicity, clarity, and ease of use. The new interface featured intuitive navigation, clear data visualizations, and interactive elements for efficient scheduling and forecasting. Advanced filtering options and customizable views allowed users to access relevant information quickly.
To ensure smooth integration with other corporate systems, I collaborated closely with the development team, adhering to industry standards and best practices. Regular feedback loops with stakeholders and usability testing sessions with actual users further refined the design.
Results
Despite the successful design of ShiftTrack, the company underwent a merger with a larger entity called Aspect, leading to the formation of Alvaria. As Aspect had a similar product with a larger user base, ShiftTrack was regrettably terminated. Nevertheless, the invaluable lessons I learned from this project will continue to shape my approach to future endeavors.
Key Takeaways
Throughout the revamping of ShiftTrack, the project emphasized the importance of teamwork. Collaborating with developers, stakeholders, and end-users allowed for a more comprehensive understanding of requirements and pain points. The success of the project hinged on the synergy of the team's expertise and insights.
Listening to stakeholder perspectives played a vital role in the project's direction. Gathering feedback from contact center managers and agents offered valuable insights into their specific needs and expectations. This user-centric approach ensured that the revamped design addressed their pain points effectively.
Feasibility was a crucial aspect considered during the project. Technical constraints and integration requirements were meticulously analyzed to ensure the revamped app aligned with the existing infrastructure. Striking a balance between innovation and practicality led to a smooth transition and enhanced user experience.
Despite the eventual termination of ShiftTrack due to the merger with Aspect, the project served as a valuable learning experience. The lessons learned, such as the significance of teamwork, user-centric design, and feasibility assessments, will continue to guide and enrich future projects in the ever-evolving landscape of UI/UX design.
