Alfred2 was initially developed to meet the operational needs of the company's teams, such as managing customer personal details and billing information. Although it was built with focus in user tasks, it lacked involvement from design and product management, resulting in a tool without a clear product vision or basic usability and experience design principles.
Our main challenge was to create a more scalable layout and structure, enabling the addition of new features in an easy way. Additionally, we aimed to boost agent efficiency by improving their interaction with features and information presented. To achieve this, we needed to understand the main tasks of each team, their pain points when interacting with the tool, and conduct a comprehensive analysis of the current system to uncover potential improvements in terms of user experience.
We addressed these challenges by implementing several key upgrades. First, we enhanced the hierarchy of information, organising it to prioritise the most relevant elements. We also improved the grouping of information, logically clustering related data for easier access. By aligning visual elements, we ensured consistency throughout the tool, and we increased the prominence of important actions. Additionally, we maintained a coherent design across all pages for a uniform look and feel, and a more intuitive user experience. Collectively, these enhancements contribute to a more efficient, scalable, and user-friendly Alfred2, better serving the needs of our operational teams. It is a constant and iterative job to maintain and improve this tool, which we achieve through workshop sessions, questionnaires, usability tests, and other methods for both specific functionalities and the general user experience.
