AutoMaCall

A software to help call center managers analyze the performance of their employees during calls

Role

Product Designer

Industry

Duration

4 months

About the client

MaCall is a startup that uses the power of artificial intelligence to transform the customer and agent experience in contact centers. Combining technology, information, and the internet, MaCall develops innovative solutions that automate repetitive tasks and monitor call quality in real time.

Stage 1. Understanding the problem

The company revolves around three software programs that are offered as technologies for companies operating in the contact center sector. However, there were some problems involving consistency in screens, design standards, componentization and identification with MaCall's characteristics.

Stage 2. Our challenge

Work on a redesign project so that we could maintain a consistent standard for all softwares, using the same styles, components, and visual language, referring to the startup's aesthetic.

About the client

Stage 1. Understanding the problem

Stage 2. Our challenge

Work on a redesign project so that we could maintain a consistent standard for all softwares, using the same styles, components, and visual language, referring to the startup's aesthetic.

Stage 3. Ideation phase

After several meetings and ideation sessions with the client and stakeholders to better understand the expectations and desires for the project, a moodboard was created so that we could use it as a visual reference for our project, meeting the desires and needs of the business. This moodboard was validated after its construction so that we could continue with the project.

Stage 4. Design system construction

As part of the project, it was decided to begin building an internal design system, given that one of the main issues identified was the violation of design standards and styles on each of the screens.

From there, we used styles and principles from Material Design and Shadcn as a basis, given that the component library we previously used already had this foundation, to reduce the workload for the development team and deliver a faster solution.

Outcomes

After a few rounds of tests and new ideas, we reached a satisfactory result: a gauge-like chart with an overall amino acid score, calming blues and a motivational new colors fostering engagement, reducing anxiety, and promoting progress tracking.

Outcomes

Other projects

Faeth Therapeutics

Applying empathy and data storytelling to redesign the experience of cancer patients in clinical trials

Pedro Ivo

Pedro Ivo

Pedro Ivo