Lindsay Bolger

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Resume

Home

About

Where every click clicks.

Where every click clicks.

Where every click clicks.

Customer support teams, spanning retail, phone, chat, and field technicians, found it difficult to navigate their daily tools.

Customer support teams, spanning retail, phone, chat, and field technicians, found it difficult to navigate their daily tools.

Unified Platform

Responsive Design

Multi-Modal

Agency

Agency

Think Company

Think Company

Client

Client

Telecom Corporation

Telecom Corporation

Role

Role

Design Lead

Design Lead

Project Duration

Project Duration

3 months

3 months

Overview

One platform for customer support

One platform for customer support

One platform for customer support

Agents struggled with an overload of tools, leading to duplicated efforts and misplaced information. Our goal was to create a new, unified platform that would consolidate their tools, allowing them to offer best-in-class customer service.

Challenge

Envisioning a unified workspace

Envisioning a unified workspace

Envisioning a unified workspace

The team integrated all their tools into Celestial, but it merely served as a launchpad, sending agents in separate directions. They lacked a strategic vision for unifying the tools into an all-in-one workspace.

Discovery & Research

Providing a reliable source of truth

Providing a reliable source of truth

Providing a reliable source of truth

Product teams built similar capabilities across tools, resulting in duplicate functions and disparate data sources. Workflows and information found in these tools became inconsistent and unreliable.

Observation

Observing 15 live calls from 5 frontline agents

Agent Interviews

Understanding current and desired workflows

Stakeholder interviews

Learning about related business challenges

What goes here:

Research findings

  • Lack of training / policy adherance

  • Overwhelming agent to customer dialogue

  • Dashboard lacks guidance

Strategy

Shifting focus from dashboards to dialogues

Shifting focus from dashboards to dialogues

Shifting focus from dashboards to dialogues

The current dashboard driven workflow placed almost no restrictions on call handling. To address this, we needed to implement a system that provides clear policy guidance and dynamically delivers relevant information at each step.

Objective

Objective

Accessibility first

Accessibility first

Objective

Objective

Role customization

Role customization

Objective

Objective

AI driven guidance

AI driven guidance

What goes here:

Explorations around multi-modal scalability

Implementation

AI driven 'paths' help guide conversation

AI driven 'paths' help guide conversation

AI driven 'paths' help guide conversation

To better support both agents and the business, we've implemented AI-driven 'Paths'. These dynamic, step-by-step experiences empower agents with the necessary support while preserving the flexibility for genuine human interaction.

Playbook

Providing strategy and guidelines for consistent work

Providing strategy and guidelines for consistent work

Paths Library

Making it easy to implement and share ideas across teams

Making it easy to implement and share ideas across teams

Training

Equipping teams with conversational design best-practices

Equipping teams with conversational design best-practices

What goes here:

Mockup from the Playbook

What goes here:

Mockup from the Path Builder

What goes here:

Example of dialogue from a cross team training session

Outcomes

New workflow leads to significant savings

New workflow leads to significant savings

New workflow leads to significant savings

The introduction of 'Paths' allowed the business to define clearer, more effective policies, immediately saving money and increasing customer satisfaction. Agents have enjoyed the resulting consistency, and our design teams are now confident in designing for conversationally driven experiences.

The introduction of 'Paths' allowed the business to define clearer, more effective policies, immediately saving money and increasing customer satisfaction. Agents have enjoyed the resulting consistency, and our design teams are now confident in designing for conversationally driven experiences.

$150

million

million

projected to be saved by end of year through credit paths

projected to be saved by end of year through credit paths

$25

million

million

projected to be saved by end of year through WiFi paths

projected to be saved by end of year through WiFi paths

Mockup of Recommended Path feature

Case study

Want to learn more?

To access the full case study, reach out to me at lindsay.bolger@hey.com.

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