Agent Portal
Agent Portal
Problem Statement
The objective is to create a streamlined agent portal tailored for FTTP sales agents, focusing exclusively on the onboarding process for new customers. Previous sales portals were geared towards agents handling FTTC products, finding FTTP sales somewhat complex. We hypothesize that the new portal should offer a simplified navigation experience and an improved layout to enhance agent efficiency and effectiveness in onboarding new FTTP customers.
Solution
The proposed solution involves creating a user-centric agent portal tailored for FTTP sales agents, focusing solely on onboarding new customers. This solution includes a simplified interface, guided onboarding workflow, comprehensive training resources, visual aids for understanding FTTP technology, mobile-friendly design, and real-time feedback mechanisms. These measures aim to enhance agent efficiency and effectiveness in acquiring new FTTP customers.
My Role
I follow a thorough UX process to develop digital solutions that not only properly solve user needs, but also deeply resonate with users, improve their experience, and contribute to the company's overall success.
Scope
The project focuses on developing a user-friendly FTTP sales portal by leveraging research-driven insights, collaborative processes, responsive design principles, and continuous improvement. The aim is to create an intuitive, accessible, and efficient onboarding experience for agents, ensuring compliance and enhancing customer satisfaction
Design Thinking Process
Design thinking is an iterative, non-linear process which focuses on a collaboration between designers and users. It brings innovative solutions to life based on how real users think, feel and behave.
The Approach
The UX approach for developing the user-centric agent portal for FTTP sales agents involves the following steps:
User Research: I've conducted thorough interviews and surveys with FTTP sales agents to grasp their pain points, needs, and preferences. We now have insights into their current workflow, challenges in onboarding new customers, and where the existing system falls short.
Focus Group Discussions: Discussions with key stakeholders, including the marketing team, architects, and other relevant parties, have provided a comprehensive understanding of project requirements, technological constraints, and business objectives.
Ideation and Prototyping: Collaborating with the focus group, I've generated potential solutions to address identified pain points and enhance the onboarding process. Low-fidelity prototypes have been created to visualize the proposed interface and workflow, facilitating quick iterations and feedback.
Evaluation and Iteration: The low-fidelity prototypes have been presented to the focus group for evaluation and feedback. Incorporating their input, we've refined the design to ensure it meets the needs of FTTP sales agents and aligns with project objectives.
Training Material Development: Comprehensive training resources, including tutorials, documentation, and interactive modules, have been developed to familiarize agents with the new portal and FTTP technology. These materials are easily accessible and tailored to different learning styles.
Real-Time Feedback Mechanisms: Real-time feedback mechanisms, such as surveys, ratings, and user analytics, have been implemented to continuously gather insights into agent performance and user satisfaction. This data will inform ongoing improvements to the portal post-launch.
Emphatize Phase
Qualitative Research
Qualitative research for the UX approach involves in-depth interviews and focus group discussions with FTTP sales agents and stakeholders. Insights gathered will inform the design process, addressing pain points, preferences, and expectations. Thematic analysis of the data will guide the development of a user-centric agent portal and associated resources, ensuring alignment with user needs and objectives.
Sample Interview Questions for agents
- Can you walk me through your typical workflow when onboarding a new customer for FTTP services?
- What are the main challenges you face during the onboarding process, particularly with FTTP products?
- How do you currently access and navigate the existing sales portal for FTTP services? What do you find most helpful and least helpful about it?
- Can you describe a recent experience where you encountered difficulties while onboarding a new FTTP customer? How did you resolve these challenges?
- What additional resources or support do you feel would improve your effectiveness in onboarding new FTTP customers?
- How do you stay updated on changes or updates related to FTTP technology and products?
- Are there any specific features or functionalities you wish the sales portal had to better support your work with FTTP sales?
- How do you currently handle customer inquiries or concerns related to FTTP services? Can you share any successful strategies or best practices?
- In your opinion, what are the key advantages of FTTP technology compared to other broadband options, and how do you communicate these benefits to potential customers?
- What improvements would you like to see in the onboarding process for FTTP customers, and how do you think these changes would impact your work?
Emphatize Phase
Key Insight Derived
- Agents find the current sales portal cumbersome and inefficient for handling FTTP products, especially in comparison to FTTC (Fiber to the Cabinet) offerings.
- There's a significant need for simplified navigation and clearer labeling within the portal, particularly when dealing with FTTP-specific processes.
- Integrating the agent script into the portal content is critical to ensure alignment with the conversational script agents use, particularly for "must say" statements required for compliance purposes.
- Current processes involve a hand-off to a separate team for credit checks, which can introduce delays and potential friction in the customer experience.
- Any proposed changes to the process must undergo thorough legal and compliance review to ensure adherence to regulations and mitigate potential risks.
Define Phase
User Persona
here's a user persona for an FTTP sales agents
Empathy Map
Opportunities for Improvement:
Simplify Navigation: Develop a more intuitive and streamlined portal interface.
Integrate Compliance Tools: Embed compliance guidelines and checklists within the portal.
Optimize Credit Check Process: Explore integrating credit checks into the agent's workflow to reduce delays.
Enhance Training Resources: Provide accessible and comprehensive training materials tailored to FTTP sales.
Implement Visual Aids: Incorporate clear, concise visual aids to help explain FTTP technology to customers.
Real-Time Feedback: Introduce mechanisms for agents to provide real-time feedback on portal usability.
Customer Journey
Customer selecting FTTP
Agent placing order for FTTP for customer
Information Architecture
wireframe
High-Fidelity Design
Through empathy mapping and research-driven insights, we have developed an intuitive, accessible, and efficient FTTP sales portal that addresses the key needs and frustrations of our sales agents. The new portal features simplified navigation, integrated compliance tools, and a streamlined credit check process. Comprehensive training resources and visual aids are readily available to support agents in their roles. Real-time feedback mechanisms enable continuous improvement. This user-centric design has significantly enhanced agent satisfaction and improved the overall customer onboarding experience, aligning with our goals of efficiency and compliance.