01
The first seconds of the call decide the sale.
Agents need onboarding information immediately, not after three screens.
CASEDirect Énergie · Energy · Internal tool · Back-office
A sales back-office built for the first seconds of a call
Redesigned the subscription tool used by call agents, now in production and adopted by users and business teams.
- Role
- UX and UI design of the “Pégase” subscription tool
- Team
- Project team, developers, call agents
- Scope
- Back-office for energy contract subscription (professional and mass market)
- Duration
- 2018
- What I did
- Field immersion with call agents, user journeys, wireframes and UI in Sketch, Marvel prototypes, specs in Zeplin.
- sales calls a day
- ~3,000
- years of habits to respect
- 10+
Around 3,000 calls a day come from prospects who want to subscribe. The first seconds on the phone are key: the agent has to find the right information fast to start the subscription workflow, in a tool they had used for more than 10 years.
What the field told us.
02
Ten years of habits are a feature, not a bug.
The redesign had to keep the landmarks agents rely on while removing what slowed them down.
Outcome
The new tool is in production and, in the words of the IT Manager, a real success with users and business teams.