Aurora - Service &
Sales Platform
Aurora is a centralized Service & Sales Platform for Prudential Customer Service Representatives across all Prudential businesses and products.
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My Role
Lead UX Designer, Lead UX Researcher
Process
Before I started working on the design, the product management team and I performed user research and concept validation. Next, we moved onto some competitor analysis as well as the analysis for the current platforms. Then we traveled to our call centers to conduct our user research tests. The process we used worked as follows:
Image: Representatives work environment
Challenges
Universal experiences for multiple businesses
The biggest challenge for me was to create a centralized platform for all prudential businesses and for all product services. There were over 100 different use cases.
Multi-tasking
CDRs and BDRs are always multitasking when they are taking care of a case. In most cases, they are dealing with more than one account.
Time pressure
The speed of a call is as important as the quality of service. It is important to always try to take care of a case in less than 7 minutes. Their personal performance is also connected with the average process time for a case.
Outcome
Design concept 1
Before we designed Aurora, CDRs and BDR were required to use 5-7 different tools at the same time for their services. During the observation, I found that CSRs and BDRs set up the layout of their screens with the tools they needed. Our design allows users to move and drag the widgets to customize their own screen based on their needs and habits.
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Design concept 2
In this concept, I designed 3-layers of hierarchy to help users multi-task when they were taking care of a case. I found that they used different apps in a certain order, so the side navigation is to help them go through their flow. We combined 7 apps into one app, and each app has its own architect. In this design, I put the navigation to the left of the screen to display the different apps. The rest of the screen is for displaying the app that the user is currently using.
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Final Design
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