Kenan is a customizable framework for premise call centers. 

About this project:

  • 1982

    Comverse was an Israeli tech company based in New York, United States. In Europe, the Asia Pacific, and Latin America, it produced and marketed telecommunication software for BSS clients.

  • Kenan

    A postpaid billing solution, is available to BSS customers and to all other service providers. Comverse evolved Kenan into one of the most robust postpaid billing engines available at the time.

  • 2015

    Amdocs, acquired Comberse, along with converged prepaid, postpaid and Kenan billing solutions. With this, Amdocs expanded and diversified its BSS customers offering them a wider range of offerings and services.

  • Today

    Kenan is a customizable framework for premise call centers. Its been used as a foundation for Optima, and from a Catalog perspective. Today operators worldwide avail of it as whole or in parts.

Team

 

Opportunity

BNA Report with actionable insights
Customer 360 Dashboard design
Change Package flow redesign

Role

As a Lead Designer, my goal was to create a design that was customer-centric, usable, and scalable. To come up with a solution, I collaborated closely with the Interaction Team, Head of Product, Product Manager, and key stakeholders.

Skills

Sketch, Illustrator, Invision, Excel, Powerpoint

Challenge

Kenan Framework has been around for almost 25 years. It's based on an outdated avatar and Legacy system. The current interface is neither user-friendly or intuitive. The user interface doesn't provide a straightforward process. Low productivity due to a poor user experience and lack of guided flows.
 

Project Goal: 

Why was the UX/UI uplift was required?
  1. Poor user experience: Kenan Framework exists for more than 25 years. It is based on a Legacy system, old avatar. The existing UI is not intuitive or user friendly. The UI does not offer a simple workflow.
  2. No guided flow: No account overview page with entry points for common activities. CSRs need to perform several activities and remember how to get things done. High learning curve. 
  3. Impact on productivity: Since the UI is not user friendly, it may impact the operational costs of the call center such as adoption, training time, performance, actual workforce required at to handle requests etc.

Our Methodology

  • Business needs analysis: Understanding business goals, defining the scope, understanding project limitations, identifying FPs and teams to collaborate with.
  • User journey definition: Identifying the primary user group, investigating the current user journeys, and pain points, and identifying areas of improvement. 
  • Observations and insights: Scheduling demos with developers, conducting workshops and walkthroughs with Kenan team, to understand design possibilities.

Discovery 

We discovered the following through desk research: What were the constraints at the start of the project?
  1. No access to real users, their scenarios, or feedback 
  2. Need to understand a complex UI that was created as per the database
  3. Technical limitations e.g. Package structure is based on Back Office and cannot be redesigned
  4. Need to understand specific Kenan entities such as Components, products & contract
  5. Validate the concept and design solutions with the Dev team at every stage

Purpose 

The purpose of the Kenan Customer Centre application
  1. Manage billing information: The customer Centre interface allows CSRs and supervisors to view and manage customer billing information and carry out related tasks such as usage, payments, subscription package etc. 
  2. Create, handle and track orders: System helps CSRs to creates an order for New Customer Acquisition, Service Add, Service/Package/Account Change and track orders along with accurate projection of its completion date.
  3. Resolve with Integrated solutions: The customer Centre system is an integrated application of activities that CSRs perform like managing workflow activities, catering to customer requests, and managing inventory. 

User groups 

Who are the users?

  • Call Centre CSR

    Manage inbound/outbound customer calls. Track down end-to end customer order fulfillment.

  • Back Office CSR

    Handle all offline communication for customer request generated via tickets, emails etc.

Persona Creation 

Understanding goals, pain points…

User Scenario 

How it works in the current system: Paul Smith (CSR) receives a request from James (customer) to change existing package and switch to new package. To implement James’s request, Paul goes through the following steps:
  1. Search Account: Search for James's account on Kenan Customer Centre application launcher screen. View his Account Summary. 
  2.  Disconnect Current Package: View for James's current package. Disconnect the Package that he wants to swap with the new package.
  3. Add New Package: Look for available packages for James's account. Select packages, optional components. Complete the request.
 

How it works in the current system?

Pain Areas 

1 Workflow | 30+ Steps | 8 Key pain areas identified

Pain Areas and Opportunities

Search Account: Unorganised Information, lacks Visual cues, Plans & Services related information missing.

  • Solution: Provide a holistic view of customer details 

Disconnect Package: Existing packages cannot be swapped, CSR has to disconnect the package, Package price is not visible, Package components, contracts & products not visible upfront, No guided flow, No feedback/acknowledgment, Unnecessary clicks, Requires learning curve.

  • Solution: Introduce change package flow, show imp info related to package upfront, guide the user with timely feedback, reduce the number of clicks, provide a simple guided flow

Add Package: No guided flow, no feedback/acknowledgment, unnecessary clicks, requires learning curve, package price not visible, Package components, contracts & products not visible upfront 

  • Solution: Guide the user with timely feedback, show comparison between new and old packages show imp info related to package upfront, provide a simple guided flow

UX/UI Benchmark 

Design trends to improve CSAT

  • Provide a Customer-Centered Approach: Design a 360 Overview to improve the Satisfaction, Adoption, and Task Completion metrics for the CSR users. 

  • Serve multiple customers in their context: Create usable context-driven solutions to support the specific experiences in the customer journey. 

  • Display the Right Information Upfront: Present relevant data upfront in a logical sequence to help address the customer’s probable issues.

Design solutions  

High level 360 screen
  • Ensure proper content hierarchy based on F-pattern, usage, and utility.
  • Provide quick entry points for main activities from a single dashboard –View Bill, Change Package, View promotions, Usage details, etc. 
  • Present important data such as Customer Account Information, Billing Information, and relevant promotions in the first fold. 
  • Scalable design by including child accounts with package-level information with links for details.
 

High level Change Package Flow

Design solutions 

Specific screen highlights

Visual Design

360 and Services screen
 
Package Configuration and Review Change Package Modal Screen
 

For more check this Clickable Prototype

 

Impact

The users reacted well to the new enhancement. They praised and complimented for intuitive, user-friendly, and simple design. Due to low learning curve, the activities were completed in the smallest number of steps and in the shortest amount of time achievable. In the first month alone, productivity increased by 32 percent. 

Future Opportunities

  • Customizing the design based on actual business goals and user needs
  • Redesigning of all common workflows in the system
  • Working with adev to design for rainy-day scenarios to common user flows

Thank you

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