imiengage
Empowering contact centers to support customer conversations on any channel.
Objective
The objective of this project was to translate IMIengages existing agent desktop experience into a mobile app, by enabling contact centre agents to provide customer support from the palm of their hands; more quickly and simply, without compromising the existing functionalities.
overview
IMIengage is a product of IMImobile (acquired by Cisco), it is a customer support platform that is used in contact centres to help and assist customers with their problems and queries. The platform enables written communication through various channels such as WhatsApp, Apple business chat, LiveChat, Facebook messenger, SMS and eMail.
The user personas of this product can be divided into 3 major categories:​
​Administrators
Customer Support
Agents​
Team manager
and supervisor
But we will only be focusing on the Customer Support Agents in this project.
UNDERSTANDING THE USER
A Customer Support Agents or contact centre agent has several characteristics, but here are a few that commonly describe a typical agent.
As a agent I,
Can be from all walks of life
(age no bar; specially-abled)
Not very tech-savvy
Have good communication skills
​
Customer-Centric
​
Good listener
I am required to,
​
Remain professional
​
Be alert and motivated
​
Be aware of the brand and
product/services
​
Make informed decisions
​
At work I, ​
​
Attend to customer queries
and grievances
​
Handle multiple customers
at the same time
​
Communicate through written
communication using multiple channels
(whatsapp, SMS, ABC etc)
​
Need to respond and resolve
queries ASAP
My behaviour is,
​
Empathetic
​
Solution oriented
​
Flexible
​
Customer-first
PAINPOINTS
I face issues with the navigation of the platform
Sometimes there is a delay in response time as I am performing repetitive tasks
Difficulty in handling some customers can be unpleasant and rude
I face difficulty in reading some of the contents displayed on the screen
Sometimes I struggle with technology
Familiarising with IMI engage
The next step was to learn about the product. And as our goal here is to only translate the agent experience, I started with studying the user flow and features associated with a customer support agents journey.
I also compared imiEngages user flow/ product features with its competitors such as Liveperson, Zenchat, Twilio, Comstice and Zoho.
​
Most of the competitors seem to already have a mobile interface alongside their desktop capabilities, which makes it even more important for IMI to step into the portable device world to survive the competition and stay relevant.
Though when it comes to offering product features; IMIengage offers much richer capabilities.
​
SOLUTION IDENTIFICATION
Existing IMIengage desktop interface
Improvise the information architecture and interaction to accommodate the User feedback
Streamline the UX to cater to Mobile Usability
Handle accessibility issues such as- low contrast, illegible fonts and visuals
FINAL DESIGN
The colours, contrast and fonts have been taken care of to ensure clear visibility. (WCAG 2.1)
Placement of most interactive elements related conversation such as composer, templates, attachments and actions button has been done at the bottom of the screen for ease of use on mobile devices..
A strategic decision was made to use secondary the brands secondary colour more than primary to ensure accessibility. (WCAG 2.1)
All touch targets have been kept atleast 9mm wide. (WCAG 2.1)
Reduction of unwanted and repetitive processes:
Agent can now straight away select a chat without moving it to a separate list to start conversing.
Sortcuts: Rich features such as templates are available through keyboard shortcuts
The colours, contrast and fonts have been taken care of to ensure clear visibility.
Change in IA to accommodate for all the features and functionalities offered by the desktop interface such as, customer details, notes and chat history.
Chat Pane
My Chats List
Composer
Customer Details
Accessibility
User Feedback
Accessibility
Accessibility
Usability
Usability
Usability
User Feedback
Usability
Use of same design language (icons, badges etc) as desktop to ensure brand representation
OTHER SCREENS
Transfer Chat
Chat Actions
Agent Profile
Login
Visit https://imimobile.com/products/imiengage to explore more about this product
The mobile interface is still under discussion.
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Kindly contact me through the contact form below to report/suggest, submit feedback or ask any questions.