A large provider of HR services launched a new nationally utilized call center CRM software. After rollout, internal employee net provider scores (eNPS) weren’t reflecting an optimized employee experience which is essential to the success of representatives call efficiency and customer satisfaction goals.
The client came to us to diagnose and fix user experience concerns in order to increase employee satisfaction, and identify functionality gaps for both new and tenured call center representatives.
We envisioned a design that was flexible enough to cater to all users and their unique tasks, created personas and journeys to guide the vision of future product updates and training guidelines, as well as provided strategic recommendations on how to implement and gather feedback on the platform.
Insights from the contextual inquires were translated into opportunity areas for platform functionality, usability and technology.
Together with the client, we prioritized these opportunities into a roadmap for future strategy and development.
As a result of our work, we reframed the client’s negative -30 eNPS as a positive 6.2 employee satisfaction score, which more accurately represented user sentiment. Additionally, satisfaction with the new conceptual design surpassed current platform satisfaction during concept testing with users.