Freedom Mobile
role: UX Designer
Our Research and Design teams at Tekzenit were tasked with bringing digital transformation to Freedom Mobile’s call-center platform in partnership with CSG. We used our design process to transform CSG’s billing software, Singleview, into a customized solution that would elevate the employee experience (EX) of Freedom Mobile’s call-center employees. My role as UX Designer had me brainstorming, sketching and preparing presentations on the Experience Ideas we proposed for the platform.
The Challenge
Restructure a call-center platform, considering the every-day tasks performed by its users, Freedom Mobile’s Customer Advisors. To simplify use and empower agents to fulfill their tasks and improve service, we crafted three objectives that our solutions would have to accomplish.
01. Gather findings and study user pain-points, to better understand the current problem.
02. Define experience key-points that would benefit the overall usability of the platform.
03. Ideate and visually structure and define a hierarchy of information, as a parameter of problem-solving.
The Findings
The research team reviewed Freedom eCare training materials to establish an early understanding of the current process through the creation of a “Trained State Current Service Blueprint.” They also conducted fly-on-the-wall observations and in-depth interviews with Customer Advisors. This resulted in a total of 104 Customer Advisor-specific pain points and 21 gains being identified within the current process. They then created 9 User Journey Maps that represent a Customer Advisor’s journey along each interaction.
Out of the 104 pain points that were identified, these four were the most recurring ones:
Problem statements were crafted so that we could frame our ideas to address pain points.
Lost
Throughout the journey maps Customer Advisors state that they can get “lost in the forest” because there are additional steps required for most things, and sometimes the many steps are unclear.
Empathy
“Let me see what the customer sees.” Many steps are taken just to get to the same bill that the customer is looking at, so the Customer Advisor can clear the confusion by being on the same page, begin to empathize and help resolve.
Hack
The additional usage of Excel sheets, links, tips, tricks, garage programs, coding masterpieces, etc. Customer Advisors have been given a basic set of tools to complete their job, but gone out and fashioned a whole new set of complementary tools. One estimation was that 30% of the job is trained, everything else is learned.
The Approach
To solve the very human problems being faced by Freedom Mobile’s Customer Advisors, the UX Design team came up with these 6 experience ideas. Each idea also addresses at least one of the pain points that the research team discovered. They should enable the Customer Advisor to work with greater Speed, bring up more important metrics than just Time, create a more Organized platform and optimize the Money Management work flows.
The Proposal
We created concepts for how we could customize Singleview, an existing billing platform, to integrate the experience ideas.
Our work on the Freedom Mobile Call Center was later compiled and published as a white paper. I was also on the team that produced this white paper. I provided design and copy editing for this white paper. Please view it via the link below.