1. User stories of the contact center portal are described on the “as is” basis, in full compliance with provided documents, expert interviews, and electronically viewed client product interfaces.

2. The resulting interfaces are approved by end-users, Analysts, and Project Owners and are submitted to client.

3. Screen forms for the target interfaces to be optimized are prototyped via Figma tools.

4. Сomprehensive use case scenarios are compiled on the basis of and with the focus on business processes.

5. Real-life processes that involve the client employees at the end-user level are analyzed and described.

6. Possible promising improvements are described, provided that the client team has functional requirements and interface projects compatible with these proposed improvements (if there is no such description available, these improvements will not be implemented; however, they are still highlighted as promising ones).

7. The prototypes were tested on real users, with each process role properly applied. The success potential analysis of each generated interface was conducted, with success metrics identified and measured.


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Feedback on the system by a Store Manager
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Feedback on the system by an Administrator

Empathy mapping

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Empathy map to better understand user needs

Building hypotheses

Building hypotheses enables us to test our ideas on statistics and identify blind spots related to the functionalities. Statistics help us grasp the interaction process between the user and the system and understand its flaws with reliable figures and numbers.

Andersen's UX researchers regularly collect, analyze, and interpret both qualitative and quantitative data. As for our designers, they examine users' behavior and accurately process and summarize the research results, projecting them from a single sample to entire groups.

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System interaction statistics

A/B testing

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The first variant of the design: description
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The second variant of the design: description

Metrics data

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Comparison of interaction time with old and new designs


1. The main and strategically important functionalities were added to the system. As a result, a crucial problem was solved, i.e. the situation when the user had to open their mail to communicate with a client or their work notes to insert a response template for a client.

2. We identified the headache of the supervisor (acting as the system administrator). After that, we summarized and provided all relevant information and recommendations to describe ways to address this headache (see “Recommendations”).

3. The FAQ functionality was added. As an outcome, it became easier to find quick and simple answers to various questions.

4. We transferred the main actions to the “Orders” - “Info” page, such as Re-send SMS, Re-send receipt code, and Create an Incident.

5. We opened the "Magnifying glass" (search) field immediately so that one could start entering a query straightway. In addition, we divided the search results into incidents, client phone numbers, and order numbers.

6. We added the capability to hide information on the page if it is a block structure. This saves the user time and eliminates the necessity to scroll down long system pages.

7. We upgraded the filtering capabilities for all pages and added necessary fields concerning users' queries during the A/B test.

8. We added an improved chat functionality to the "Requests" space. Our team significantly upgraded the templates, making it possible to reactivate conversations better and add fresh templates. Notifying texts were added to “Quick reply” so that users could be reminded of the necessity to check the message before sending it. Thus, message errors can be avoided.

9. Extra capabilities were added to the advanced search function with order cards and order shipment histories. This required integration with a parcel search service (open API).

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Figures illustrating optimization performed by Andersen

Let's talk about your IT needs

What happens next?

An expert contacts you after having analyzed your requirements;

If needed, we sign an NDA to ensure the highest privacy level;

We submit a comprehensive project proposal with estimates, timelines, CVs, etc.

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Let's talk about your IT needs