Portfolio > Live Experience

1/ About the Project

Live Experience helps your customers connect with you, when they need to, in a modern and proactive way, leveraging tools and technologies present on their mobile devices. Live Experience's visual engagement tools like two-way video, screen sharing, co-browsing, and annotation help to quickly resolve customer support issues.

Live Experience comes with prebuilt engagement scenarios, as a tenant, you can decide and deploy the best engagement scenarios for your business. The product application supports the web application and SDKs for native apps available on the Google Play Store and iOS App store.

Tenant Templates

Live Experience ecosystem consists of Desktop, Web, and Mobile applications consoles starting for its tenants, their administrators, and zeroing down to the clients. It also supports installing with the Cloud Services for Salesforce, and ZenDesk, where it generates a service request while capturing the Customer Context details.

Administration Console

Agent Console & Client Console

2/ Business Goals

The product objective is to support the consumer industry with modern engagement capabilities that enrich customer experiences and brands. Support features those:

Direct Interactions with consumers, which are efficient over their mobile devices with a seamless experience on low and high bandwidth geolocations.
Real-time engagement scenarios such as video, co-browse, screen sharing, annotations, and multiparty calls to have a personalized customer experience
As per research consumers middle age and above also see the value and efficiency derived from the modern digital capabilities for interacting with companies using Live Experience.

My Role

Live Experience was already an established product, and within a few weeks, I was involved in customer calls and research work which was already done by the product manager and the marketing teams. It was interesting to see how the product was capturing the markets and how the product manager was playing the dual roles of designing the mocks and delivering the user stories with a contract visual designer.

Led the design experience for the monthly releases, this was critical to adding new features and focusing on bug fixes.

Maintain the Live Experience Legacy Design System and keep adding the components with the new feature releases.

Work with the Quality Assurance team to test the product and ensure bug fixes for accessibility, audio, videos, and component design.

Test the new flows with Sponsor users and keep delivering the feedback as per the results.

Epics broken into monthly design sprints (20.3 is March 2020)

Design Sprints

When I joined all the communications for the product used to happen over email and Slack. It was getting difficult to track the emails for which platform has been used, and which APIs work for which solution.

Although I had access to all the JIRA stories, still it was not clear which developer worked on the Android feature and which one on the iOS, and also how they have integrated the same differently sometimes following the mocks and sometimes drifting away.

To counter this issue I went and took the help of confluence and started assigning the design stories myself every month, taking snapshots of the epics and assigning them as design sprints.

This way I was able to maintain all the deliverables on a single page via mocks link and all the comments and communication started getting recorded. This also helped the QA team move ahead on design decisions. We practice this now for all projects.

Confluence Communications for a MVP monthly release

MVP Release Timelines

Some of the critical MVP deliverables that I undertook during the time frame from 2019 till the present follow.

Customer Experience Freeze and Annotate
Associate Experience Call Transfer
Associate Experience Call Transfer
Customer Experience Callback
Streamlining Client Experience Mocks
Improving the experience for inbound and outbound calls
Administration Console, Redesign Application Flow
Associate Experience ID verification
Live Experience Salesforce Integration
Associate and Customer, adding a Third Participant to a call
Associate and Customer, enhancing a Co-Browse

3/ Design Process

Research

Entering a product mid-way has its challenges and advantages, and the direction I took left an enduring impression on my understanding.

A deep understanding of the features and flows through the documentation and research guides helped me to create a mindmap. The product supported multi-channel platforms via its three consoles extending to browsers and native apps supporting seamless experience.

Product Understanding

Mind-map sketches were created to understand the backend code, and how the three interfaces are tightly integrated into each other. This helped me stay focused till today with some basic hardcoded API CALLS RULES which is due respected from a development perspective.

Platform Understanding

Use Cases - Engagement Scenarios

The recipe for all my future designs was part of the Engagement Scenarios flows, an integral part of the application. It supported the functioning of all the templates we were shipping with the Administration Console. As I designed the new features the Engagement Scenarios settings were updated for various features.

Designing a Basic Guidance Page Template for the Super Administrator of a Business which sets the services for its Agents dealing with the customers.

Scenario Name

The Basic Guidance Template, which helps the Business to determine the engagement settings for their Agents who further connects with the customers for catering online services.

Engagement Type

Carefully thought and designed for various use cases, about Customers and Agents Availability, Callbacks, Short Code, Schedule Meetings and ID verification supporting Customers KYC for verification purposes.

General Options

As the product support various features, it can offer various options to the business. For example, Business Use Case supporting:

Agent accepting PSTN Calls only.
Agent wants to set all the incoming calls as Callback options.
Agent wants to set customer call to share Co-Browse and Screen Share.
Agents want the Audio Call to upgrade to Video Calls during an active engagement

Customer Experience

The Super Administrator of a business can determine the services for his Call Associate. The Associate or the team of associates will use these set service to engage with the customers.

As the call start, the initial channels could be Audio or Video or Screen Share supported by Co-Browse. Also what Customer can share or Associate can share.

Engagement Scenarios

The whole idea was conceptualised dropping multiple switches and combining the groups and making the design simple for the administrator to assign the same to the agent.

Portfolio > Live Experience

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