Knowlarity Super Receptionist

Project : Redesign Knowlarity's Super Receptionists cloud communication product dashboard to create a seamless, user-friendly interface that allows users to easily access services such as calling, campaigns and CRM etc while providing comprehensive data insights for better customer engagement.

The Collaboration

Knowlarity is a leading global provider of cloud-based communication solutions to enhance customer engagement, scalability, security, and support. Their comprehensive suite of services includes voice, messaging, video, and AI-powered tools, all crafted to meet businesses’ diverse communication needs.

With Knowlarity, businesses can seamlessly connect and engage with customers from any location and device, ensuring unparalleled accessibility and convenience.

Industry

Material Science

Location

India, Gurugram

Platform

Prototype

The Challenge

To revitalize the user experience for Knowlarity’s Super Receptionists through a refreshed design. This redesign aims to empower users (business owners, team managers, agents, and Customers) to access their primary areas within the platform more efficiently and intuitively.

Complex User Roles

Different user roles (business owners, team managers, agents, and customers) have varying requirements, leading to a cluttered interface trying to cater to all simultaneously.

Complex Navigation

The current interface may make it difficult for users to locate essential features or areas quickly, leading to inefficiencies in their workflows.

Overwhelming Data Presentation

Large volumes of call data and analytics can be confusing or hard to interpret without proper prioritization or visualization.

Low Feature Discoverability

Users may struggle to find and use key functionalities like call tracking or analytics, reducing the platform’s perceived value.

Inconsistent Cross-Device Experience

The platform may not provide a seamless experience across devices, creating frustration for users accessing it on smartphones or tablets.

Onboarding Challenges

New users might face difficulties understanding the platform’s functionalities, causing delays in adopting and using it effectively.

The Goal

01

Revamp Information Architecture: This refresh will prioritize a more intuitive and user-centered architecture. This means restructuring the organization of content and functionalities within the platform to align with how users naturally think and work.

02

Enhanced Workflows: Prioritize user workflows by streamlining access to critical functionalities. For example, agents can view customer details directly within a pop-up window during incoming or outgoing calls, eliminating the need to search profiles and service history manually.

03

Increased Productivity: The overall design will minimize clicks and maximize efficiency. This could involve features like quick access buttons, one-click actions, and intuitive search functionalities.

04

Streamline call management: Super Receptionists aspires to simplify call routing, eliminate missed calls, and empower businesses to deliver exceptional customer service experiences.

Key Services

Research

Process of understanding the needs, behaviors, and motivations of the target audience to design user-centered products

Research Activities

Stakeholder Interview

We have conducted several workshops with Product Managers to understand business objectives, define business goals, and address user challenges.

Competitor Analysis

Analyzed competitors like Exotel, Genesys, and Ozonetel to understand market trends, Gaps and Opportunities

Pain Points Discovered

Arjun Ravat, Business Owner

There is a need for more efficient monitoring of overall call center performance, with clearer insights into agent productivity and customer satisfaction metrics, along with simplified management of CRM integration and call flow design.

Sreekanth, Team Lead

Team managers face challenges such as the time-consuming process of tracking individual agent performance and identifying coaching opportunities, difficulty in delegating tasks and monitoring agent progress effectively, and the lack of readily available reports to share critical metrics with the business owner.

Sara, Agent

Agents struggle with wasting time searching for customer details and call history during calls, managing multiple calls and tasks simultaneously, and navigating a confusing and cluttered interface that hinders efficient call handling.

Ajay Kumar, Customer

Customers face frustration from long wait times, repeated explanations, unresolved queries, difficult IVR systems, and inconsistent communication, affecting their overall experience and trust.

Analysis

The identified pain points highlight inefficiencies in processes, poor usability, data and insights gaps, and communication breakdowns affecting team managers, agents, and customers. These challenges result in delays, reduced productivity, customer dissatisfaction, and misaligned interactions, underscoring the need for a user-centric redesign to streamline workflows, improve accessibility, and enhance overall experiences.

Design

Craft detailed user interfaces to bring the concept to life while maintaining usability, consistency, and a strong visual identity

Design Strategy

Role-Specific Dashboards

Create tailored dashboards for team managers, agents, and customers to provide quick access to their most relevant tasks, data, and features.

Simplified Navigation

Redesign the interface with clear, intuitive navigation and minimize clutter to ensure users can easily find and use essential features.

Automated Reporting and Insights:

Enable team managers to generate and share reports with a single click, providing critical metrics and actionable insights in real time.

Design Execution

Information Architecture

Outlined the hierarchical organization of content and features to facilitate intuitive navigation for users.

UX UI design

Focused on User Efficiency:

The refreshed design prioritizes a minimal learning curve for all user personas. We implemented a clear and intuitive interface that can be understood and mastered quickl.

Streamlined Workflows: Simplified navigation and role-specific dashboards allow users to locate functionalities quickly, minimizing the need for extensive training.
Contextual Information: Crucial details like customer data are presented directly within relevant workflows, eliminating the need for users to search through different sections of the platform.
Intuitive Interface: Common design patterns and clear visual cues ensure users can easily understand how to interact with the platform.

Enhanced User Experience with Visual Design:

We employed a clean, vibrant visual design to create a user-friendly and engaging experience.

Clear Visual Hierarchy: A well-defined hierarchy guides users’ attention toward essential information and functionalities on the screen.
Role-Specific Dashboards: Each persona benefits from a visually distinct dashboard tailored to their needs. This fosters a sense of familiarity and reduces cognitive load.

Impactful Design Decisions:

Key design choices significantly improved the user experience:

Pop-Up Customer Details: During calls, relevant customer information surfaces within a pop-up window, eliminating agents needing to search elsewhere. This saves valuable time and reduces agents’ frustration.
Interactive Dashboards: Interactive elements like clickable charts and graphs allow users to delve deeper into specific data points, fostering data-driven decision-making.

Design System

We have designed A robust design system to ensure consistency and maintainability of the refreshed Super Receptionists interface. This system serves as a centralized source of truth for all design elements and UI components.

Call Center - Desktop - Live Call Conference

Call Center - Desktop - CRM Detail

Call Center - Desktop - Call History

Admin - Desktop - Campaign

Admin - Dashboard - Call Center - Hierarchy No

Login

What did we achieve from this project?

Increased User Efficiency

Streamlined workflows, contextual information, and intuitive design lead to faster task completion for Business Owners, Team Managers, and Agents.

Reduced User Error

Clear navigation, contextual information, and intuitive design minimize user errors and frustration while using the platform.

Reduced Training Time

A minimal learning curve thanks to an intuitive interface minimizes the training time needed for new users to become proficient in the platform.

Improved Agent Productivity

Reduced time spent searching for information and simplified call management empower agents to handle calls more efficiently.

Enhanced Customer Service

Faster access to customer details and streamlined call handling contribute to improved customer service experiences.

Streamlined Communication & Collaboration

Role-specific dashboards and improved information sharing facilitate better communication and collaboration between team members.

Data-Driven Decision Making

Interactive dashboards and readily available data empower managers and owners to make informed decisions based on call center performance metrics.

Client Feedback

"

The Super Receptionist redesign is exceeding expectations! User feedback is overwhelmingly positive, praising the interface's intuitiveness and features like in-call customer pop-ups. It translates directly to happier customers for our clients, solidifying Super Receptionists as a leader in cloud-based communication solutions..

Aman Varma

Aman Verma

Product Manager