Chat Platform Redesign
Improving company-wide sales support and customer service
Client/Company: Clearlink Chat Agents
Project Type: Digital Product Redesign
Project Date: December 2019 - May 2020
My Role: Provide a new and improved chat platform for Clearlink chat agents by empathizing with their pain-points and ultimately design a customizable and visually pleasing experience.
Project Summary: The Chat Redesign Project involved revamping Clearlink's chat platform used by sales agents for customer support and sales. The goal was to enhance the platform's usability, incorporate requested integrations, and create a customizable workspace for agents. Through stakeholder interviews and user observations, I identified pain points and gathered feedback from both stakeholders and chat agents. The consensus was that the current platform was cumbersome and lacked screen customization options desired by the chat agents.
The Challenge: The specific problems addressed in this project were the clunkiness of the existing chat platform and the need for customization options to improve workflow efficiency for different chat agents. Technical constraints included the desktop-only nature of the platform, while business requirements focused on enhancing customer service and sales support. The users, Clearlink's chat agents, desired a more user-friendly and personalized interface.
Solution: To address these challenges, I started by mapping out a new user flow that met the needs of both stakeholders and chat agents. Wireframes were then created and iterated upon, incorporating requested integrations and a night-mode feature. Close collaboration with stakeholders ensured the wireframes aligned with user and developer requirements. Mobile versions were not needed as the platform was exclusively for desktop computers.
Results
The redesigned chat platform has been adopted by 100% of Clearlink's chat agents, significantly improving their overall customer service. The platform's enhanced usability and customization options have streamlined workflow and improved agent satisfaction. The successful implementation of the night-mode feature provided an additional convenience for agents. This project demonstrated the value of user-centered design and collaboration with stakeholders to achieve project objectives.
Chat Design 1.0
Chat Design 2.0
Chat Design Final Product - Day Mode
Chat Design Final Product - Night Mode
