Is it possible to lead a successful project with a twist? The twist being a global pandemic.
GAMESTER
PROBLEM SPACE
The project started in parallel with the pandemic. Luckily, the global entertainment company was open-minded and agreed to run this engagement completely online.
The goal was to improve gamers' experience when they contacted customer support. During the project, we managed to showcase the necessity to improve agent experience, as well.
OUTCOMES
After unprecedented 3 months of online working together between teams in the USA and Europe, we achieved our goal: we showed the value of improved agent experience, prototyped and created user journeys for the gamer and ran 3 online workshops with more than +50 attendees across 3 continents.
Call Centre Agent involvement in repetitive cases decreased by 31%
We increased cyber security levels by implementing multi-factor authentication system
Gamers were enabled to self-serve 86% of their issues
ROLE
User Researcher, Workshop Facilitator & Product Designer
INFLUENCE
Company-wide
TEAM
User Researcher
Engineering Manager
Project Manager
DURATION
2020 March - May (3 months)
LONG STORY SHORT
Background
The company has been a great leader in the gaming industry. Their agents were fantastic - not only very knowledgeable about the product, but they were gamers themselves. After some conversations, the leadership on the customer side became very keen on creating a better environment for agents and gamers. It was a perfect environment to make a change. We agreed on solving 3 issues:
Hardware Troubleshooting
Account Recovery
Purchasing from the Online Shop
And then.. pandemic happened.
We needed to make everything e-friendly
e-Research
I have a lot of experience carrying out digital research. Majority of my previous projects needed such an approach as well.
For this engagement, it was pretty much smooth sailing in this regard. All participants were able to join the virtual calls, share their screens and talk through their challenges and opportunities.
e-Workshops
This was the first time I had to lead 3 fully online workshopping days. I had 3 other designers helping out during these sessions. We had 56 participants, 3 break out rooms and plenty of practice before the workshops. I see the last point being crucial for successful sessions.
e-Synthesis
My team members were working across the Atlantic - two of them were based in the USA, and I was in the UK. We used digital collaboration tools to capture and synthesise all the data. No post-it notes as we know them, but the results were as successful as if we’d used them.
e-Prototype
I enjoyed this step of our project the most. Our time difference worked in our favour. This statement is because I would begin mine as soon as my US team finished their work day. So, we had good work constantly happening, almost 24/7.
3 days of virtual workshops with 56 participants? We did it!
Screen Designs
Let’s look at the couple of my favourite screens
Account Page
If an agent needs to check any outstanding information about the gamer, they can view their account and any connected gamer domains in one place and can glance over subscription statuses connected to those accounts. Cool!
Home Page
An agent is on their Home page checking their daily performance, when they gets gamer’s chat request in their Omni-Channel queue. The chat opens automatically.
OUTCOMES
Call Centre Agent involvement in repetitive cases decreased by 31%
We increased cyber security levels by implementing multi-factor authentication system
Gamers were enabled to self-serve 86% of their issues
Final thoughts to take away
Those organisations that understand the power of their agents and empower them, will be the companies leading in their own industries. It is important to remember that your brand does not stop with your employees, but on the contrary - only begins there.