To tackle this challenge, our team began with an heuristic analysis of the current product and a comprehensive benchmark analysis to understand the current technological capabilities.

Heuristic Analisis

As part of our efforts to evaluate and improve the existing Recordia product, we conducted an heuristic analysis. This analysis helped us identify several key usability issues that needed to be addressed:

1. Visibility of System Status:

   We observed a lack of feedback and response mechanisms, which left users uninformed about the current status of the system. This gap made it difficult for users to understand what was happening within the platform at any given time.

2. Match Between System and the Real World:

   Some of the elements, such as icons and calendar designs, did not align with users' mental models. This mismatch led to confusion and hindered the overall user experience, as the visual language of the interface was not intuitive for users.

3. Preventing Errors:

   The system should be designed to help users avoid errors before they occur, yet this was identified as a weak point in the current version of Recordia.

4. Flexibility and Efficiency of Use:

   It's crucial to design an interface that accommodates all types of users, from novices to experts. The existing interface did not fully support this, leading to inefficiencies, particularly for more experienced users who required quicker and more flexible navigation options.

Benchmark We did a full research on which were the main worries from call center managers and how to easily measure customer satisfaction in order to create a great tool.

The main aspects that the user needed to measure were:

• NPS or satisfaction per call

• Main general topics

• Main problems

• Satisfaction level per topic

• Employees productivity and average satisfaction

• Upcoming needs for the user

• Trends and needs

• Average time per call

Collaborating closely with the engineering team, we explored potential features and used the MoSCoW method to prioritize them, always having in mind the user.

This helped us ensure scalability and adaptability for future changes.

We also conducted a card sorting exercise to refine the product structure and also to test if the terms used in the product were understandable not only for people specialised in call centers but also someone less used to those terms. This led us to a final information architecture that can be seen below:

Following this, we developed wireframes and flowcharts to create a seamless and user-friendly experience.

Design Decisions

After rigorous testing, we proceeded to design an updated design system and high-fidelity prototypes.

We needed a more vibrant visuals and also coherence between all the channels of Recordia: website, Linkedin, email marketing, product, etc.

The changes we did were subtle but effective: We keep the main colour (blue), chaning the saturation of the color and added a secondary color (orange) used only for calling the users attention.

We tried to create, working closely with the marketing team, a new brand close enough to the previous one to keep being Recordia for our clients.