Alaska Airlines approached us at Artefact to help them improve the workflow and software user experience for their call center representatives. The reps' fragmented and inefficient workflow hampered their ability to give the much-touted Alaska customer service.

MY ROLES

Ideation
Framework Design
UX Design
UI Design
Visual Direction

The Goal

Simplify the call center workflow to enable more calls per day.

The Solution

Identify impactful opportunity areas for future development.

Failure-free synchronized data
Consolidated one-stop shop for info and apps
Pushed and contextual information
Consistent and intuitive UI
Automation of complex processes.

After a couple of weeks of hands-on research at their call center, we synthesized our findings, gleaned insights, and developed design principles which informed every aspect of the design. We then began to sketch new workflow and software concepts.

We brought our concepts to a higher fidelity and created rough concept prototypes in Invision. We went back to the call center to evaluate them in-person with call center representatives, and we refined the prototypes into a final flow that incorporated five key opportunity areas that we discovered through our research:

failure-free synchronized data
consolidated one-stop shop for info and apps
pushed and contextual information
consistent and intuitive UI
automation of complex processes.

We also provided a high-level roadmap for future rollout.

The UX concept screens flowed through a future scenario as though Alaska had executed the full roadmap.

The scenario followed Gloria, an agent, through a call with a customer named Rebecca who called in with two issues on an existing reservation:

Her sister’s name is incorrect on the reservation
She needs to change an existing flight segment

The UX concept screens illustrated specific examples of solutions within each key opportunity area.