AvantGuard: Internal Tools

Enhance the use of vital operator call systems

Role - Lead UX Designer & Researcher

  • Interactive prototypes

  • User research (quant/qual) with operators

  • Iterate through designs utilizing research to solve user errors and difficulties

  • Update interfaces to decrease call errors and complaints

  • Design easy-to-use, well-crafted product experiences

Responsibilities

Overall - Vital call operator systems are usable and call errors are decreased by removing friction points
User Satisfaction - Operator complaints regarding calls and internal systems are addressed and resolved
Design Development - Complete new corporate design standards for more efficient internal tools.

Success Metrics

01 - Product Background

AvantGuard monitors emergency systems for security, medical, and fire. Their main function is a call center fielding emergency calls. They work with many high level organizations to protect property as well as continually develop new hardware for medical services. Their systems process 450+ million signals annually, 22k daily.

This project involved multiple tools for handling incoming & outgoing emergency calls. An update was needed because their outdated nature was now effecting the productivity of employees as well as creating problems with calls that needed daily correction.

02 - Product Transformation

Internal applications had been integrated into new systems but the interface and subsequent experience had not. Old cognitive user habits from the software were leading to errors with operating the systems correctly.

Two tools in particular that needed update were the phone system interface and the call coordination tool. The original system was using outdated and no longer used technology. Many of the click-points on the existing interfaces were too small, miscolored, and didn’t represent the newer systems.

Initially we needed to discover what internal employees required the tools to do and what it wasn’t currently accomplishing. We had many profiles of users we had to create and account for to ensure that all applicable users and roles were interviewed and their habits understood. This was done to create the most complete experience for all involved parties.

What problem are we solving?

Because the main demographic for call operators was the newer generation, we found they were more familiar with the smartphone look for the phone. We gave them a clearer method for accepting and transferring calls. We eliminated the need to open another software to find the call transfer and simply integrated it into the phone.

The call management software found the biggest change in the layout as a seating chart was no longer relevant with the introduction of remote work. The digital number system for users was no longer applicable as well. This allowed for a more custom experience to highlight the operators that were in a call and those who were waiting. We also removed the coloring of the center area as all calls had similar weight and the color was causing significant distraction.

How we accomplished it.

03 - Product Progression

These were created for the first round of discussion with the product owners. Many considerations had to be taken into account for the combination of these systems. The operators were the main concern for the phone while the shift management and team leaders needed the updated call coordination tool.

The biggest needs discovered for both the operators and management involved was that the current system was too cluttered and led to wrongful entries and missed information.

04 - Final Product

Internal Phone System Interface (Before & After)

Call Coordination Tool (Before & After)

These images demonstrate the screens individually for display purposes only. In use they were widgets that went together with the other tools in a dashboard to be able to visualize multiple metrics at once.