Business Hours App
About the product
Throughout my time at Verint, I worked on a variety of products including “Agent Workspace”.
The product includes many powerful settings built to assist customer service teams from different industries (from airlines
to meal kit providers to make-up retailers), by connecting them with multiple, real-time social media platforms used by their customers to create and promote powerful connections.
​
This case study will focus on the “Business Hours” section of the product and how the UX was improved, whilst also updating the UI. The project was a month long and the team consisted of myself, a product manager, and three engineers. The update was launched in the Fall of 2022.
Designs
The most major design decision applied was to allow the users to create a personalized business calendar on one screen, as the previous design would initiate a pop-up at every step, disturbing the journey for building, editing, and information accessibility.
The only two actions that could not be achieved on one screen but were still improved were; past holidays and the social channel selection where users could now actively see what social media channels were enabled for that dedicated calendar.
I'M NEW!
OLD DESIGN
Exploration and Wireframing
Exploring the old design, I make a note of the product's goal and any glaring user pain points and make UX lead suggestions to potentially solve issues. After, I gather inspiration from designs I find relevant to the notes made and apply SWOT analysis to allow an understanding of what makes these chosen, finished designs successful.
After the research stage, I move on to sketching low-fidelity, hand-drawn wireframes, where I can present clear UX-driven design choices.
REVALUATED JOURNEY HIERARCHY
DROP DOWN SELECTIONS DESIGNED FOR ALL HOURLY NEEDS
Next steps?
My UX suggestion for exploring ways to take this product setting further would be to test on actual users and observe their sessions.
The update needed to be implemented immediately, so any form of testing was done within the team which does not give a true indication on how successful the update is.
Conclusion
The adoption of new UI from the old in this project was successful as we were able to build new components for the recently updated library whilst also improving the overall function of this setting.