Agency
Think Company
Client
Comcast Celestial
Role
Senior UX Designer
Project Duration
3 months
Overview
Our client, recognizing the potential of AI, lacked a clear vision for implementation. To address this, we developed the 'paths' experience, blending conversational guidance with policy direction.
Research
2 weeks
Strategy
4 weeks
Implementation
4 weeks
Image of timeline
Discovery & Research
An all-encompassing dashboard and lack of policy led to significant losses year over year. With no firm policies, agents felt free to issue credits and other offers to maintain their resolution rates.
Observation
Watched 15 live calls from 5 frontline agents
Agent interviews
Inquired about current workflows
Stakeholder interviews
Inquired about business challenges
Research findings
Lack of training / policy adherance
Overwhelming dialogue
Old dashboard lacks guidance
Financial losses
Strategy
An all-encompassing dashboard and lack of policy led to significant losses year over year. To better support both agents and the business, we implemented AI-driven 'paths' for guidance every step of the way.
Exploration
Finding solutions that add value for both agents and customers.
Collaboration
Daily cross-functional collaboration
Roadmapping
Considering current and future tech-stacks
Path UI Anatomy
Implementation
Short blurb…
Playbook
Providing strategy and guidelines for consistent work
Paths Library
Making it easy to implement and share ideas across teams
Training
Equipping teams with conversational design best-practices
Snippets from guidelines
Snippets from library
Outcomes
The business was able to take the time to establish clearer policies, immediately saving the business money and raising their customer satisfaction scores.
$150
million
projected to be saved by end of year through credit paths
$25
million
projected to be saved by end of year through WiFi paths
Couple steps of Credit Path
Case study
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