ADP Call Center

ADP embarked on the development of the Customer Experience Hub (CEH) to help minimize multiple logins and enable their customer support groups to access a variety of systems through a single point of entry. The goal of this project was to ultimately increase call center associate satisfaction reflected in an improved eNPS, minimize dependency on legacy systems and establish a solid foundation for the next phase of CEH across product & design operational areas.

Role | Experience Director

 
 

  • This engagement took place over the span of 16 weeks, separated by various phases including field research, strategic ideation, conceptual design & technical enablement.

  • At it’s core, ADP wanted my team to help them better understand the underlying drivers of dissatisfaction with CEH and recommend next steps forward; complete with validated designs.

  • With a project as complex as this, a large multidisciplinary team was required. While I covered Experience Director duties, there were also 3 Experience Designers, 2 Senior Researchers, a Strategy Lead & 1 Solution Architect.

 

At a glance

My Contributions

  • Guided the overall user experience for the solution

  • Assisted with synthesis & affinity diagraming of data received from 15 participant interviews

  • Participated and led strategic ideation workshops with the client

  • Worked closely with the design team to create high fidelity designs used for validation testing

Project Obstacles

  • Scale and scope of the project meant several moving work streams were active at once

  • Diagnosing the causes of user dissatisfaction from an internal platform was difficult and complex

  • Gaining internal alignment on project goals with disparate client groups took longer than expected

Outcomes & Solutions

  • Created a design that improved user satisfaction by minimizing time on task and building a more consistent and usable design system.

  • Debunked internal myths about the degree of user dissatisfaction by reanalyzing existing feedback data through a more standardized customer satisfaction measurement methodology and conducting user research.

  • Validated technical and operational areas of focus.

Project Methodology

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Multiple journeys, personas, flows and high fidelity screens were produced during the 16 week project. The following screens show only a small excerpt from a much larger set of deliverables given to the client at the conclusion of the project.

Understanding the primary ways call center associates complete Service Requests and plotting pain points along those journeys provided insights into both simple tactical changes to the platform as well as overarching system level improvements.

Call Handling Journey

Concentrator Persona

Looking at personas from a behavioral workflow perspective, instead of by role as ADP does today, allowed us to unlock opportunities to enhance CEH’s flexibility without overcomplicating the design. Several personas were identified during the contextual inquiry phase of the project and were used as referential guides during the detailed design and UX phases.

Conceptual Designs of CEH with an updated user experience

Through rounds of iterative design and feedback from call center associates, we constructed an improved structure and design for CEH. This screen shows off several smaller improved interactions including a new left rail navigation allowing for easier access to service requests through a revamped parent-child hierarchy. Associates also would have access to historical activities related to the request, attachments, settings etc.