Twilio
Flex Users
Through solution gaps provided by our customers, we identified that the management of users was a pain point for our programmable contact center application, Flex. The current experience is fragmented and required non-technical users to navigate out of the app and into another tool to manage their users.
Responsibilities
Research
Design
Validation
Target Audience
IT Admin CCOps manager Team Lead
Research Strategy
Goals
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Understand what users require in a timeline to support their customer needs.
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Understand, in our current designs, what information at a glance is needed to support the end customer and if it provides sufficient value
Strategy
Conduct in person interviews, including a brainstorm activity to understand the information needed by reps so support their customers. We followed this activity with a usability test with two variations of the design.
Stakeholders
8 non Flex customers; 4 agents and 4 supervisors.
Story Mapping
User Flow
Wireframes
HI-Fi Designs
Research Findings
We conducted usability tests with 2 internal stakeholders and 5 customers. We learned that overall the experience was a huge improvement and would solve a lot of our customers existing pain points. We received a lot of positive feedback around display names, deactivating users, search & filter, the users table and empowering the CCOps Manager to make changes.
Display Name; this will allow the users to protect their agents identity and provide a friendlier experience for their customers.
Deactivating Users; this allows the customer to quickly remove a user who might be a seasonal worker, taking a sabbatical, or potentially sending inappropriate content while retaining their user profile for future reporting purposes.
Search & Filter; this provides our users with a quick way to find the person they are looking for.
Users Table; this empowers the non-technical CCOps manager to easily view users and their details within Flex, and make quick changes without navigating to the console or having to write JSON expressions.
Quotes from our testers:
Users Table
“Initial reaction is WOW, this is what I would have expected coming out of the box.”...“If I put myself in the shoes of an admin or a cc supervisor I would expect to see all this functionality from this section you have here.” - [Internal Subject Matter Expert]
“I think this is a pretty area overall, I love this direction. It’s a massive improvement.” -[Internal Subject Matter Expert]
“Looks very clean” - [Customer]
Display Name
“+1 on the display name, it definitely does come up a lot, especially for chat.” - [Internal Subject Matter Expert]
Would definitely like the ability to choose a display name, in Spain, Spanish people tend to have very long names. - [Customer]
Deactivated Users
“Solves a lot of the current issues round deleting users.” “ for seasonal staff this would be useful, or just a quick way to say we don’t want this user getting anymore, anything.” - [Customer]
“I really like the deactivated tab, that is one I think that is really needed” it effects reporting numbers if people haven’t been removed - [Customer]
“Something I can certainly see as handy” ….“ this would definitely be a very good tool for us to have” currently users aren’t removed in twilio, bc their data will be removed. - [Customer]
“I even like the active/deactivated users tabs…really nice view” - [Internal Subject Matter Expert]
General Comments
“Very excited to see where this goes.” - [Customer]
“I think this is going to be very helpful, way more than I thought” - [Customer]
“I’m pretty excited for this, this looks great.”...“I love it.”...“Yeah I think it will be very very useful for what I’ll need to do and what SLC leadership will need to do.” - [Customer]