ACET
Redesigning an internal call center application to be clean, minimalistic, and efficient—helping agents navigate complex information quickly while improving usability within the Pegs 7 Framework.
Overview
Adaptive Constituent Experience Technology (ACET) is an internal based application used by call center personnel. The application is built within the confines of the Pegs 7 Framework. I worked on this project collaboratively with a UX designer. The application already existed—our job was to provide usability recommendations and update the user interface with a clean look and feel.
The Challenge
Our goal was to provide a clean and minimalistic interface design that would help call center agents navigate the system quickly and efficiently. The challenge was that some of the screens had a lot of information. I tried to make it as visible as possible and use sparingly for actionable items. I also established a difference between primary and secondary buttons, as there was no secondary button before.
The Outcome
We received great feedback from our design enhancements from the agents stating that it streamlined their conversations with customers and also was refreshing to look at.
Project Details
Role
Visual Designer
Timeline
2016–2017
Tools
Photoshop, Illustrator, Axure