CC Pulse – DGO Design

Company Personal
Task Research, Prototype, Design
Role Lead UX Designer and Researcher

Problem Statement

Senior leadership lacked a quick and effective way to assess the overall health of the contact center, while management faced challenges in efficiently performing routine monitoring tasks due to complex or inaccessible tools.

Challenges Identified

Through user interviews, I uncovered two key challenges faced by contact center leadership:

1. Limited Visibility for Upper Management: Despite having access to standard reports and dashboards, upper management expressed a desire for more hands-on insight into the day-to-day operations of the contact center. However, their demanding schedules made it difficult to engage beyond surface-level data.

2. Time Constraints for Agent Monitoring: Supervisors and managers are responsible for conducting weekly agent performance reviews, a critical component of maintaining service quality. We found that consistently making time for these reviews was a significant challenge, and they were highly receptive to solutions that could streamline this process.

Empathize

User Research Revelations: Overcoming Two Critical Obstacles

VP of Operations

Persona 1: Upper-Level Management 

During user interviews, we discovered that higher-level management lacked direct access to real-time interactions happening on the call floor. While they had no shortage of data through reports and dashboards, many expressed a desire to hear the conversations firsthand. This would help them better understand the overall sentiment and customer experience in a more human, intuitive way—something numbers alone couldn’t fully capture.

Billing Support Supervisor

Persona 2: Supervisors

Supervisors shared that conducting agent call reviews—while essential—was often difficult to prioritize amidst their many responsibilities. They described the process as time-consuming and expressed interest in a solution that would allow them to review calls more efficiently, ideally in the background while handling other weekly tasks.

As we explored these challenges further, it became clear that both personas could benefit from aspects of each other’s ideal solutions. Upper management expressed interest in accessing supervisor-reviewed calls, complete with grading and annotations, to gain deeper insight into agent performance and overall sentiment. Conversely, supervisors saw value in the ability to listen to live call snippets across the contact center to stay connected with day-to-day interactions. This overlap highlighted an opportunity to create a unified product that supports both strategic oversight and efficient team management.

Define

Synthesizing the data and validating the objectives

As I began defining these problems, it became clear that a lightweight mobile application could be an ideal solution. Throughout the discovery phase, a recurring theme emerged: these tasks often fit naturally into small pockets of time—moments like snack breaks, timecard reviews, or other routine activities. Users expressed a desire to passively engage with call content during these periods, making multitasking easier. Several senior-level participants even mentioned they’d love the ability to listen to random calls during their commute to gain a sense of how the day was starting on the call floor.

Initial Feature Set

Native mobile applications for both iOS and Android platforms
Integration with Apple CarPlay and Android Auto for on-the-go access
A streamlined, user-friendly interface designed for quick interactions
Ability to sync and pull relevant team data from the existing Supervisor App
Safety-first design approach for in-vehicle use, minimizing cognitive load to support driver focus
Voice prompt functionality to enable hands-free navigation and interaction

Ideation

Wire-framing and Prototyping

The primary focus during the wireframing phase was ensuring the interface remained simple and intuitive. Since the app is intended for use in the background or even while driving, ease of interaction was critical. Voice prompts and minimal-touch controls became key design considerations to support safe and seamless use in motion.

Design

Creating the Final Designs

In the final stages of design, we focused on delivering a sleek, user-friendly interface that could adapt to different branding needs. Anticipating potential white-label partnerships, we ensured the color palette would be easily customizable. The initial release features a dark theme to support safe, low-glare use during night driving, with a light mode scheduled for a future phase to give users more control over their experience.

Final Mobile Designs

Final Carplay Designs

Implementation

Originally deprioritized, now gaining new traction with external developers.

While the project gained early traction and received strong feedback during the design phase, it was ultimately deprioritized in favor of more urgent initiatives. However, the concept remains relevant and is now being considered by another development team. I’m hopeful it will continue to gain momentum, as I believe it offers real value for both leadership and frontline users.