• Case Study

  • Call Transfer

    Transferring allows one agent to pass calls from one agent to another agent, or group of agents (inboxes). I lead the user research and phone integration requirements, and design of this multi persona experience.

    Platform: Desktop
    Disciplines: UX, UI, User Research, Technology Research, and User Testing
    Tools: Sketch, Figma
    Team: Alice Li (Eng), Katie Barnett (PM), Kaylee Moser (Eng), Albert Alquisola (Eng)

  • Problem

    The goal was to develop a voice platform that is native to Gladly. Transfer was the last remaining feature blocking deals (Tory Burch). This was not your typical phone transfer function. The solution had to support many different voice setups and integrations, all while playing nicely within the Gladly ecosystem in terms of customer profile ownership and agent availability awareness.

  • Research

    User Interviews - I lead the research to interview agents to learn about about their transfer workflows and to under cover each agent’s mental models.

    1. Warm versus Cold/Blind transfers.
    2. Agent availabilty
    3. Phone a friend versus complete transfer
    4. Proper phone indicators (hold)

    Phone Integration Analysis - There were different phone system integrations ( WebRTC, SIP Integration, CTI, and Direct dial). Each phone system integration had own transfer limitations I had to work around.

  • Strategy

    I chose detailed user journey flows in order to capture the multi-persona experience.

    The flows highlights:
    — What the agents journey
    — Any decision forks
    — What agents will see + any additional visual feedback
    — Available actions
    — Successes and Failures
    — Open questions

  • Explorations

    Here’s the evolution of the transfer feature.

    Obstacles - the feature had started a year earlier, but as engineering evaluated the feature it required a rewrite to parts of the ‘customer profile’ in order for one agent to transfer and have another agent take over.

    By the time we picked up the feature again, we had changed the design of Gladly. The components no longer matched and had to be updated by this time we were able include more information.

  • Testing

    When engineering had small segments of the flows ready, we would test. Below is a clip of two agents at Godvia, testing out the transfer feature using their deskphones.

    Obstacless - At one of the state the transfer did not cause the receiving agent’s phone to ring, but we discovered it was due to a conflict between the agent’s phone and Gladly.

  • ROI

    Gladly’s native voice platform brought in Gladly’s first million dollar deal with JetBlue. After this feature we signed Tory Burch. Remains the most used channel by the number of agents.

    We are still the only true native enterprise grade voice platforms against our competitors.