Einstein is the internal customer service application used by call center agents of a large cable company to manage the billing, services and support of customer accounts.
Senior UX Designer
Redesigning the internal customer service application used by Call Center Agents of a large cable company to manage the billing, services and support of customer accounts is no small feat. Together with a team of 2 UX designers, 2 research focused designers and an intern, we implemented everything from end-to-end user flows, wireframes and documentation to visual design. We worked side-by-side with product owners and dev teams to ensure feasibility and execution.
I jumped into this project as two lead UX designers were moving onto other projects and picked up right where they left off. Because of the scale of this application, specific flows were focused on by various designers on the team — Authentication, SmartStart and the Interactive Troubleshooting Guide were areas I focused.
To gain a better understanding of how Einstein was used across the company, we went on various truck-rolls with technicians and sat side-by-side with agents in the call-center.
Below are three of the specific experiences within Einstein that I focused on.