WHY?
The creation of the platformThe beating heart of our app is this platform. The main goal is to help our agents effectively respond to customers' issues in real time.
SaaS platform for online agents to answer incoming cases sent through the personal security app.
The beating heart of our app is this platform. The main goal is to help our agents effectively respond to customers' issues in real time.
When the response system receives a new case agents need to see all the important information at a glance. Our mission was to improve the existing dashboard.
We split this project into three months of work. Our first month was one of investigation and exploration. We conducted extensive interviews with PSA agents to discover their needs. We did competitive research, visited 911 centers, and did the necessary analysis to create a prototype.
During our second month, we created prototypes based on best practices and insights into the interviews we had. We tested them with our PSA agents, adjusted them, and tested them again.
In the third month, we created an adjustable system where you can plug and play components as needed, depending on the role you serve. The system can be modified from operating a severe case to dealing with a normal customer service request.
In comparison to the previous version of the dashboard, we drastically improved and enhanced the data consumption as well as the interface structure itself. Now PSA agents have more relevant data for each case they handle. In addition, we added the following features:
