In the challenging task of revamping a 15-year-old call centre software, our project aimed to completely transform the user experience and interface. By leveraging modern technologies such as React and Material Design, we embarked on a journey to enhance the software's functionality and aesthetics. Our dedicated UX and UI teams worked diligently to create an intuitive and visually appealing platform that would revolutionize how call centres operate and empower users to maximize their efficiency and productivity.

• Discovery & insights workshops
• Shadowing call centre staff
• Design system & UI design
• Iterative user testing

LCM had been relying on call centre software built on outdated technology stacks, which had become crucial for the business's operations. Recognizing the need for modernization, the challenge was to update the software carefully and thoughtfully. The goal was to enhance its capabilities, improve the user experience, and align it with contemporary industry standards, all while ensuring minimal disruption to the business processes that relied on the software. The project involved carefully navigating the complexities of updating the software's technology stack while preserving the critical functionality that LCM depended on to serve its customers effectively..

• A decade of learned behaviour
• Ancient Oracle system costing too much
• Too much risk
• Stubborn attitudes (fear)

During the research and discovery phase at LCM, which included shadowing call centre staff, a range of UX research activities were conducted to gain valuable insights into the needs, goals, and frustrations of call centre users. Various activities were employed to gather this essential information, including:

• Stakeholder interviews
• Training audits
• Shadowing staff
• Tech audits

To validate and fine-tune the design solution at LCM, user testing sessions were meticulously carried out using Optimal Workshop, a powerful platform for user research and testing. Taking a meticulous approach, a carefully selected group of participants, specifically chosen to represent the target audience within the call centre context, engaged in the testing process.

• Intro to small teams
• In-person lab testing
• Data collection