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Five9

A cloud-based WFO software providing contact center solutions for businesses.

Duration
2021-2023
Type
#CallCenter, #iPaaS, #CX
Responsibilities
personas, sitemaps, wire-framing, lo + high fidelity

What is Five9?

Five9 is a cloud-based software company that provides contact center solutions for businesses of all sizes. The company's software platform allows businesses to manage customer interactions across multiple channels, including voice, email, chat, and social media.


Five9's contact center software includes features such as automatic call distribution, interactive voice response, workforce management, and analytics tools to help businesses improve customer engagement and drive better outcomes. The company's solutions can be customized to meet the specific needs of different industries, including healthcare, financial services, and retail.

The Problem

The existing WFO cloud software at Five9 was outdated and lacked a cohesive user experience. It presented several challenges that hindered usability, productivity, and customer satisfaction. The main problems identified were as follows:


  • Outdated Styling: The software lacked a unified visual identity and did not adhere to any design system, resulting in inconsistencies across different components and workflows. This inconsistency made the software appear unprofessional and confusing to users.


  • Inefficient Workflows: The existing workflows were not optimized for efficiency and user productivity. They lacked logical sequences and intuitive interactions, leading to confusion and extra steps for users. As a result, users found it difficult to navigate through the software and accomplish their tasks effectively.


  • Lack of Updated UI Patterns: The software did not incorporate the latest UI patterns and best practices. This omission hindered user engagement and limited the potential for a modern and intuitive user experience. It also prevented the software from keeping pace with industry standards and user expectations.


  • Limited Solution Flexibility: The existing WFO software lacked flexibility in meeting the diverse needs of different organizations and industries. It failed to provide customizable options and lacked scalability to accommodate varying workflows and business requirements. This limitation restricted its adoption and usability for a wider range of customers.


  • Need for New Solutions: With the evolving needs of contact centers and workforce optimization strategies, the software required innovative solutions to address emerging challenges. These solutions would involve designing new features, integrating advanced technologies, and introducing novel approaches to streamline workforce management and optimization.

The Solution

A modernized WFO cloud application that allows users to track the progress of their agents calls, monitor in real time the conversations being had with the agents in order to asssit them, and manage the Evaluation and Scoring process used to calibrate an agents performance with their peers. Additionally, the agents could also review their own progress with more detail.



Understanding the User

I started by reading over the customer service tickets which were direct connections between the product owner and the customer. This helped me to better understand what struggles call center agents and managers face when dealing with evaluations for the performance of their agents - also the fragmented systems and tools currently being used made handling and reviewing interactions very cumbersome and hard to remember.

Research Insight

Some of the insights I gathered from my research:


  • Users would like more efficient worflows

  • Agents were complaining about the inconsistency in UI which they felt made the learning curve more difficult

  • Agents wanted a better way to handle disputes on their performance

Personas

Following the analysis of user research findings, the next step was to develop a persona, which aided in envisioning the intended audience. To facilitate the design process, I ensured that one particular persona effectively represented a call center agent who was enthusiastic about improving the workflow process, taking into account their pain points and frustrations.


This persona served as a constant reference point throughout the entirety of the product design journey, helping to maintain a clear focus when making design choices.



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