Call Script (5.2017- 7.2017)
My Role
UX Design | UX Research
Methods
Contextual Design | Interview | User Stories
A feature provides business efficiency and improves its revenue
UX Design | UX Research
Contextual Design | Interview | User Stories
ServiceTitan is the #1 service management software for home service companies. The software is designed for HVAC, plumbing, and electrical services to improve sales, optimize customer experience, and streamline operations.
ServiceTitan's value is to champion the underserved, hard-working people in home services by making it easier for them to operate and grow their businesses.
The feature Call Script is used by customer service representatives (CSRs) to input information of a job based on customers' phone calls. Currently, CSRs need to remember to ask the right questions for different business units and various situations. Also, this intelligent call tracking features help win more jobs and book more estimates in the field and in the office.
Along with the Auto Dispatch function in the pipeline, our client requires an intelligent Call Script function which can do the following:
Based on the time resource, I met the following constraints when I tried to make assumptions as proper as possible.
65 Respondents, 70% people enjoy traveling solo
The problems they meet are: • Lacking a sense of safet • The safety situation of the place • The trustworthiness of the travel companions
• Feeling alone • Higher Expense
Based on the research done by PMs and my personal interview with users, I produced a persona to target our users.
According to the scenario of how CSRs use the call script, I dove deep into tasks and had a comprehensive understanding of users' actions. Therefore, I could ideate meaningful features in an organized and logic way.
4 Scenarios, 36 ideas, 45 Tasks
After conducting task analysis, brainstorming the feature, and prioritizing the features for Minimum Viable Product (MVP), I began to think about the information structure while I was sketching.
I showed the wireframes to end users and the PM. The feedback was that the first version information architecture was not flat enough. The customer service staffs did not have enough recognitive resources and time to switch between the pages to check out information when they were on calls.
Then I continued to experiment and finally figured out a flatter information structure, which satisfied the needs of the call center staffs, with great usability.
I iterated the wireframes multiple times and there are three major valuable iterations.
I started with a timeline version and ended up with a normal but easy-to-scan list.
Besides the left incoming call queue and the queue of call script questions, the right panel of the page experienced multiple iterations. From the beginning, it offered shortcuts to select the technician and appointment window based on the AI advantage. Finally, the right panel became the overview of core information of the job.
In order to have a solid interaction decision and to clearly communicate the logic of call script system with PMs and engineers, I made a system flow.
Finally, after testing with target users, I presented the prototype to the product team. To collaborate with the engineer in a more efficient way, I delivered the visual design in Zeplin and made the animated prototype in Marvel.
Prototype on Marvel
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