Category: Design

Put your knowledge to the test with our quiz, “Are you a user experience expert?”

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As we prep for next week’s Call Center Week, I think it’s the perfect time to highlight one of our most remarkable call center customer success stories. While we can’t name the customer (aren’t NDAs the worst?), their story is great inspiration for any call center looking to become more productive. They increased their call center reps’ productivity 750% by using a process called design thinking.

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The call center was inefficient, and management knew it. Every time a customer called to file a claim, it took 15 minutes for the rep to collect all the necessary information and enter it into the system. During those 15 minutes, the rep had to travel through 13 different pages and click on 38 different fields. They needed their people to work faster, and the solution came from an interesting place—a user experience overhaul.

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If you’re anything like me, the mere mention of enterprise software—HR portals, intranet sites, CRM—elicits a mental groan. I’m too busy to use a system that’s cumbersome, ugly, and impossible to customize. If you think that makes me sound spoiled, then you’re right. I’ve been spoiled by beautiful and functional apps in my personal life, like Uber and Starbucks.

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So you’ve decided on a user experience (UX) overhaul. Good for you! Whether you’re working with an in-house team or an outside consultant, planning an enterprise UX project is a balancing act. You’re trying to meet user needs while also pleasing internal stakeholders, like designers, developers, and your executive team.

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Enterprise applications are radically different today than they were just five years ago. The rise of user experience (UX) design has changed the landscape, and will continue to affect enterprise applications in 2016 and beyond. I was curious what those immediate changes would look like, so I talked with our CEO, Ken McElrath, to get his insights. Here’s what I learned:

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Even if you’ve never heard the phrase “user experience” (UX) before, you can probably spot a UX gone wrong. It’s the website that sends you on a wild-goose chase to find the information you need. It’s the software that doesn’t behave the way you expect it to behave.

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