Best Buy
Voice Employee Experience
With a large scale platform shift imminent, how can we test the new platform while providing features call center employees are used to?
Role
As the sole experience designer for this project, I evaluated the existing tools and the new platform to create designs that would make a transition as smooth as possible for employees. I collaborated with cross-functional teams to ensure alignment and consistency throughout the design process, and iterated on designs based on feedback and technical requirements.
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Design: April 2023 - June 2023
Launch: August 2023
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Project maintenance: Ongoing
Outcomes
This project is currently in it's pilot period supporting 400 employees (both on and off shore) who take between 200,000 and 250,000 calls per week.
Existing Platform
Originally, there were separate tools for employees taking chats or phone calls. With the introduction of the virtual store and its employee chat experience, Best Buy decided to consolidate all employees involved in conversations onto a single platform.
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This was my introduction to the world of call centers and voice communications. I started by conducting a thorough evaluation of the platform already in use by employees and reviewing existing research to get familiar with the workflows I'd be designing and the current pain points of employees.
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I learned that the existing system lacked any customer information display, with only the phone number available, and the process of transferring calls was cumbersome, requiring manual entry of the full phone number for the recipient or destination.
New Platform
The introduction of Twilio brought new features including dedicated warm and cold transfers, transfers tailored to specific queues and employees, and customer information displays.
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These additions allowed us to access and utilize the information collected through an Interactive Voice Response (IVR) system before establishing connections between customers and employees. This not only simplified the customer and order lookup process but also provided valuable context for incoming phone calls.
Pilot & Future State
This project is currently in it's pilot period supporting 400 employees (both on and off shore) who take between 200,000 and 250,000 calls per week. The pilot will continue through the busy retail holiday season and then we will begin the full migration into Best Buy's internal communications platform.
Project Assets.
Feel free to look through the prototype for the pilot experience and the future state designs.
