Delivery
Modernization of Sterling
Designing the modernization of Sterling's globally utilized Call Centre by IBM
Focus area: Business requirements, functionality requirements, client relations, presentation, Information Architecture, Wireframes, User Experience, User Research , User Workflow Design
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Understand
Problem definition
How might we modernize a product that has not been updated in decades and is crucial for the customer's business operations?
Discovery
As one of IBM's largest products, it was essential for our team to thoroughly research and interview as many customers of the service as possible. We divided the project into sections, with each team member focusing on specific areas.
My focus was on returns and their impact within the call center ecosystem.
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Gain confidence
To start, we interviewed key stakeholders and customers to understand how they were using the Sterling product and their workflows.
We soon discovered that each customer had unique needs within the system, often adding code workarounds to meet their business requirements.
Our key task was to collect all these findings to define which features the modernized product should include out-of-the-box and which were too specific to certain customers to be included.
Ideate + Iterate
After gathering information from these interviews, we created flows to understand all the touchpoints returns had throughout the experience. This allowed me to collaborate with those working on these touchpoints to ensure a seamless experience.
From the flows, we created high-level wireframes and tested them with the customer's call center employees.
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Results
Collecting the findings from these tests allowed us to update and iterate on the designs before getting them approved and handed off to the visual design teams.\
Media:
Meet the new Sterling: Call Centre, click here
"Beginning in 2019, we also expanded Control Center capabilities to include advanced configuration and deployment management for large Connect:Direct footprint in the form of a separate product called Sterling Control Center Director (CCD)." - IBM media release
In-depth how-to video on new sterling, click here
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