CXone Analytics
Category Template - Redesign
Category Templates makes it easier to investigate interactions between customers and service providers
Tools Used
Whiteboard, Pen+Paper, Adobe XD, Adobe Illustrator
The problem
I was given this screen with a table and a request to "make it better". When I asked, nobody knew what this table do, "but it's important", was the answer.
it was so old, there was no support and most of the new users didn't even used it at all.
Eventually I found this old tutorial on how, why and when to use it.
I discovered this table goal is to allows analysts to catalog the information and categorize it.
I discovered this table goal is to allows analysts to catalog the information and categorize it.
After "playing" with it I started to ask myself some questions.
- Why does each row has the same action button?
- Why does each row have a different functionality?
- What if the solution is not a table at all?
The solution
Category Templates needed a full redesign while keeping the original features. By taking everything apart, rebuild it again and assigning each action to a more intuitive design.
The goal was to make the process more approachable and simple
Research
esearchers). I performed interviews and asked them about the users experience with it. I know - it's far from being perfect, but I did get some interesting information.
At the same time, I started mapping the existing features.
User Flow
I learned that the main process here was to create a new category set so the user can go back to the data main page and continue their research.
Wireframes and prototyping
Once I had all these pieces of information in front of me, I started placing all existing features in a more natural, understandable way
Try it yourself
Follow the pink frame
Try it yourself
Follow the pink frame
Try it yourself
Follow the pink frame
