Challenge Summary
Welcome to the "RUX - 72HR Insurance Call Center Application Design Concepts Challenge"! We are looking for your help in designing a unified one-stop GUI wrapper application that is simple to use and masks the underlying multiple technology details for our Call Center Unit. We are looking for your best ideas and concepts to WOW our customer!
What is a RUX Challenge?
The RUX (Rapid User Experience) challenge uses the same format as our famous LUX Challenge except it is not "Live" at an event. The RUX Challenge Series provides you with an opportunity to show digital leaders from some of the largest companies in the world just how good your concepting and user experience (UI/UX) design skills are.
RUX (Rapid User Experience) challenges are fast, fun, and have more chances for you to capture prize money!
Note: You do not need to have RUX challenge experience to join this challenge - Just jump in and give it a try! Make sure to follow the challenge details, the challenge forum and ask questions.
The goal of this challenge is to take the provided design problem, analyze the user experience and provide design concepts and visual ideas on how the application might look and work!
Design Problem
Create a modern and easy to use application for our Inbound Call Center Unit that would allow the user to interface with our core TrackGuard systems (i.e. Tracksource, CCS, MSP, AS400, Pegger, etc) for supporting/assist our customer Insurance problem/complaints. This application would provide a single end user interface that will eliminate the need for the user to log in and out of multiple systems to do their job. This would also increase customer satisfaction by speeding up call times, while also making it easier to train new Call Center staff.
Current Pain Point:
- Our Call Center Agents have to login to multiple systems, including the lender’s systems to service the caller/customer. If the session is active for some time it logs them out and when the next call comes in they have to login again
- Call Center Agents have to learn lender specific application and processes to service the call.
- Currently training time is 4 weeks for new Hires. Call Center Agents have to be trained in multiple systems including multiple customer systems and internal systems. We want to reduce it by 30% by building this unified solution and application that sits on top of all those other systems.
- Call Center Agents are not interested to work in green screens (some application don’t have GUI). Call center agent retention is a challenge. Agents drop off during training period.
We are looking for fresh concepts and ideas on the UI/UX interactions for this application experience.
Challenge Goals
- Create a unified one-stop GUI wrapper that is simple to use and masks the multiple underlying systems and portals.
- New hires (new call center agents) do not need to be trained on multiple tools; training time reduction of 30% or more through a new user friendly training tool is expected. Think of the training tool as a “first-time user” walkthrough of an application. A Guided Tour of the application.
- Call Center staff will be able to handle all clients’ calls, making Customer Care more efficient.
- Efficiency, we expect to reduce the call servicing time in the future solution so that more calls can be attended by agents thereby reducing the call center staff
- System will be less cumbersome and will limit/reduce errors. For ex, Multi login/logout will be initiated and completed by the wrapper tool behind the scenes, pulling up the relevant information and auto-populating fields.
- Increase in client satisfaction and a reduction in overall complaints
RUX Challenge Timeline and Rolling Checkpoint
- Submission Start: 05/30/2017 at 13:00 PM EDT
- Rolling Checkpoint Start: 05/31/2017 at 16:00 PM EDT
- Submission End: 06/02/2017 at 13:00 PM EDT
We are offering 5 Prizes Placements
1) 1st Placement: $2000
2) 2nd Placement: $1500
3) 3rd Placement: $1000
4) 4th Placement: $750
5) 5th Placement: $500
- Plus 8 placements for Rolling Checkpoint prizes @ $50 each!
Note: Important Rolling Checkpoint Details
- tgerring (Trevor Gerring) will be available for early submissions and Rolling Feedback!
- We will answer questions and provide Rolling Feedback as fast as possible.
- You must watch the Forum for your feedback!
*All initial qualifying checkpoint submissions will win $50 (8 Placements)
Design Consideration
- Easy to monitor and view data (without user noticing the data comes from multiple apps)
- Should be clean, open, and modern looking
- Streamlined design and user flow
- Show us concepts and ideas for how things could be designed and function. Maybe it is one screen (dashboard) with overlays and flyout windows. Maybe it is multiple screens and panels for different kinds of functionality and tasks. We are open and looking for your ideas and solutions. Remember the application should remain easy to use, fast, and not cumbersome for the user.
General Requirements
Screen Sizes
- This application is going to be developed as a Desktop Web Application
- Screen Sizes: Desktop Standard (1366px by 768px - Landscape)
Branding
- Primary Colors: Open
- Secondary Colors: Blue (#083d7d), Orange (#f28f2d)
- Font: Open Sans
- This should be a serious/professional looking application
- We are looking for concepts and ideas!
Downloads
- CC Application Screens.pptx (Application Concepts - Wireframes)
- Landscape.docx (Our Existing Situation)
Required Screens/ Functionality
1) Login Screen
- User ID
- Password
2) Dashboard Concepts
- Ability to read loan and insurance information from existing SOR's. (System of Record, so basically the database)
- Interface with I3 and the IVR system (the information captured from these systems will be automatically transferred to the application we are designing).
-- Screen pop with specific caller details uncovered in the IVR process - Identify quickly possible reasons for an incoming calls (i.e. letter sent, insurance payment, cancel, LP activity, etc.)
- Ability to search for Borrower Information / Loan number
- Ability to update insurance information and notes to SOR in real-time
-- Request Payments
-- Submit Work Orders
- Must be able to view current policy information, coverage requirements, prior Lender Placed Insurance, previous notes, borrower information, 3 Party Authorizations and different collaterals.
- Ability to log complaints or prompt complain logging via keywords and using voice analytics
3) Search Screen/ Functionality
- Smart/ multi-search: ability to search by either loan #, lender info, name, etc. and would pull up the correct results
3.1) Search Results
- Some way to show why these results are being shown
- Could be highlighted keywords, loan #s, names, etc.
- Maybe the ability to filter results after they are shown. For example, If I search “Bob” that might return a lot of results. If I can refine my results with a “called between {date} and {date}” or “Lender Name”. I can narrow down my results if I only have pieces of information
4) Call Pop Screen/ Functionality
- Details Transferred from IVR
-- Loan#
-- Lender Name
-- Customer name
- Possible Reason for the call
-- Letter Sent
-- Insurance Payment
-- Cancellation
-- Loan Payment Activity
-- Repeat Call
-- Any previous complaints
5) Mortgage & Insurance Details
- Account details
-- Lender name/code
-- Loan#
-- Mortgagee name and address
-- Mortgage balance
-- Escrow Balance
-- Loan to Value
-- Property Type
-- Hazard insurance monthly
- Insurance Details
-- Insurance Company/code
-- Pol#
-- Effective Date
-- Exp Date
-- Status
-- Premium amount
-- Deductible
-- Coverage amount
-- Cancel/Reinstatement Date
- Notes
-- Notes about previous calls and activity (history)
-- General account/ insurance notes
- Transaction History
-- Transaction Date
-- Transaction code
-- Premium payment
-- Amount
6) Call Pegger Screen/ Functionality
- To identify the source of the call
- Lender name/code
- List of call origins
-- Loan center Rep
-- Borrower
-- Agent
-- Bank Rep
-- Etc.
- Type of call
-- Mortgage
-- Auto
-- Loss Draft
7) Fax Follow Up Screen/ Functionality
- The Call Center employee can note during the call that a document or some other information needs to be faxed from the lender
- The employee would enter the Fax number and flag this call as needing “additional information”
- Follow ups should be scheduled/ alerted if the Faxed information hasn’t been received within so many days
- Collect the phone number to call the customer
8) OneStop Calls Screen/ Functionality
- A Call Center employee can put the currently caller on hold so that they can make another outbound call
- Usually the employee is calling the person lender for additional information, loan#s, or history information.
- Need some way to visualize the the current caller is on hold, and allow the employee the enter in another number to call.
9) Any Additional Functionality or Screens
- Show us concepts and ideas for how things could be designed and function.
- Maybe it's one screen with overlays and fly out windows?
- Maybe it's multiple screens and panels for different kinds of functionality and tasks?
- We are open and looking for your ideas and UX solutions. You do not have to stay with just the "dashboard" idea if you think there is a better solution.
10) UI/UX Interaction(s)
- Make sure you are showing us how things work
- What happens when a user clicks a button, where do they go
- How does the user interact with the timeline to view future states of the ships
- Make sure you are thinking through these interactions and show us your ideas for how they work.
- These things that can/ should be shown as apart of your Marvel Prototype
11) Marvel Prototype
- We need you to upload your file into Marvel App.
- We want to use Marvel App to provide direct and fast feedback! We can also track your design updates and screen versions within Marvel App!
- No additional functionality is required! Just make sure your screen(s) are in the correct viewing order (number them 00, 01, 02, 03, etc.)
- If you do not have access to the Topcoder Marvel App Account please contact tgerring@topcoder.com and fajar.mln@gmail.com
- You must include your Topcoder Marvel App URL within your .Notes file
12) Presentation Screen - 1920x1080 (16:9 Ratio)
- In a RUX challenge, this screen is the way to showcase your concept so keep it simple and make it look good!
- If you were walking into a meeting and needed to sell your idea - use this screen to showcase your concept.
Terms and Acronyms:
- IVR System: https://en.wikipedia.org/wiki/Interactive_voice_response
- I3 System: http://www.callcentre.co.uk/interactive-intelligence-updates-training-reviews-products-integrations/
- OCR: https://en.wikipedia.org/wiki/Optical_character_recognition
- WFM: https://en.wikipedia.org/wiki/Workforce_management
Judging Criteria
Your submission will be judged on the following criteria:
- Overall idea and execution of concepts
- How well does your design align with the objectives of the challenge
- Execution and thoughtfulness put into the solving the problem
- Overall design and user experience
- Cleanliness of screen design and user flow
Target Audience
- Senior Level Customer Service Reps are the primary users (Call Center User)
Submission & Source Files
Preview Image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
Submit JPG/PNG for your submission files.
Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop and saved as a layered PSD file, or Adobe Illustrator as a layered AI file or Sketch!
Final Fixes
As part of the final fixes phase, you may be asked to modify your graphics (sizes or colors) or modify overall colors. We may ask you to update your design or graphics based on checkpoint feedback.
What is a RUX Challenge?
The RUX (Rapid User Experience) challenge uses the same format as our famous LUX Challenge except it is not "Live" at an event. The RUX Challenge Series provides you with an opportunity to show digital leaders from some of the largest companies in the world just how good your concepting and user experience (UI/UX) design skills are.
RUX (Rapid User Experience) challenges are fast, fun, and have more chances for you to capture prize money!
Note: You do not need to have RUX challenge experience to join this challenge - Just jump in and give it a try! Make sure to follow the challenge details, the challenge forum and ask questions.
The goal of this challenge is to take the provided design problem, analyze the user experience and provide design concepts and visual ideas on how the application might look and work!
Design Problem
Create a modern and easy to use application for our Inbound Call Center Unit that would allow the user to interface with our core TrackGuard systems (i.e. Tracksource, CCS, MSP, AS400, Pegger, etc) for supporting/assist our customer Insurance problem/complaints. This application would provide a single end user interface that will eliminate the need for the user to log in and out of multiple systems to do their job. This would also increase customer satisfaction by speeding up call times, while also making it easier to train new Call Center staff.
Current Pain Point:
- Our Call Center Agents have to login to multiple systems, including the lender’s systems to service the caller/customer. If the session is active for some time it logs them out and when the next call comes in they have to login again
- Call Center Agents have to learn lender specific application and processes to service the call.
- Currently training time is 4 weeks for new Hires. Call Center Agents have to be trained in multiple systems including multiple customer systems and internal systems. We want to reduce it by 30% by building this unified solution and application that sits on top of all those other systems.
- Call Center Agents are not interested to work in green screens (some application don’t have GUI). Call center agent retention is a challenge. Agents drop off during training period.
We are looking for fresh concepts and ideas on the UI/UX interactions for this application experience.
Challenge Goals
- Create a unified one-stop GUI wrapper that is simple to use and masks the multiple underlying systems and portals.
- New hires (new call center agents) do not need to be trained on multiple tools; training time reduction of 30% or more through a new user friendly training tool is expected. Think of the training tool as a “first-time user” walkthrough of an application. A Guided Tour of the application.
- Call Center staff will be able to handle all clients’ calls, making Customer Care more efficient.
- Efficiency, we expect to reduce the call servicing time in the future solution so that more calls can be attended by agents thereby reducing the call center staff
- System will be less cumbersome and will limit/reduce errors. For ex, Multi login/logout will be initiated and completed by the wrapper tool behind the scenes, pulling up the relevant information and auto-populating fields.
- Increase in client satisfaction and a reduction in overall complaints
RUX Challenge Timeline and Rolling Checkpoint
- Submission Start: 05/30/2017 at 13:00 PM EDT
- Rolling Checkpoint Start: 05/31/2017 at 16:00 PM EDT
- Submission End: 06/02/2017 at 13:00 PM EDT
We are offering 5 Prizes Placements
1) 1st Placement: $2000
2) 2nd Placement: $1500
3) 3rd Placement: $1000
4) 4th Placement: $750
5) 5th Placement: $500
- Plus 8 placements for Rolling Checkpoint prizes @ $50 each!
Note: Important Rolling Checkpoint Details
- tgerring (Trevor Gerring) will be available for early submissions and Rolling Feedback!
- We will answer questions and provide Rolling Feedback as fast as possible.
- You must watch the Forum for your feedback!
*All initial qualifying checkpoint submissions will win $50 (8 Placements)
Design Consideration
- Easy to monitor and view data (without user noticing the data comes from multiple apps)
- Should be clean, open, and modern looking
- Streamlined design and user flow
- Show us concepts and ideas for how things could be designed and function. Maybe it is one screen (dashboard) with overlays and flyout windows. Maybe it is multiple screens and panels for different kinds of functionality and tasks. We are open and looking for your ideas and solutions. Remember the application should remain easy to use, fast, and not cumbersome for the user.
General Requirements
Screen Sizes
- This application is going to be developed as a Desktop Web Application
- Screen Sizes: Desktop Standard (1366px by 768px - Landscape)
Branding
- Primary Colors: Open
- Secondary Colors: Blue (#083d7d), Orange (#f28f2d)
- Font: Open Sans
- This should be a serious/professional looking application
- We are looking for concepts and ideas!
Downloads
- CC Application Screens.pptx (Application Concepts - Wireframes)
- Landscape.docx (Our Existing Situation)
Required Screens/ Functionality
1) Login Screen
- User ID
- Password
2) Dashboard Concepts
- Ability to read loan and insurance information from existing SOR's. (System of Record, so basically the database)
- Interface with I3 and the IVR system (the information captured from these systems will be automatically transferred to the application we are designing).
-- Screen pop with specific caller details uncovered in the IVR process - Identify quickly possible reasons for an incoming calls (i.e. letter sent, insurance payment, cancel, LP activity, etc.)
- Ability to search for Borrower Information / Loan number
- Ability to update insurance information and notes to SOR in real-time
-- Request Payments
-- Submit Work Orders
- Must be able to view current policy information, coverage requirements, prior Lender Placed Insurance, previous notes, borrower information, 3 Party Authorizations and different collaterals.
- Ability to log complaints or prompt complain logging via keywords and using voice analytics
3) Search Screen/ Functionality
- Smart/ multi-search: ability to search by either loan #, lender info, name, etc. and would pull up the correct results
3.1) Search Results
- Some way to show why these results are being shown
- Could be highlighted keywords, loan #s, names, etc.
- Maybe the ability to filter results after they are shown. For example, If I search “Bob” that might return a lot of results. If I can refine my results with a “called between {date} and {date}” or “Lender Name”. I can narrow down my results if I only have pieces of information
4) Call Pop Screen/ Functionality
- Details Transferred from IVR
-- Loan#
-- Lender Name
-- Customer name
- Possible Reason for the call
-- Letter Sent
-- Insurance Payment
-- Cancellation
-- Loan Payment Activity
-- Repeat Call
-- Any previous complaints
5) Mortgage & Insurance Details
- Account details
-- Lender name/code
-- Loan#
-- Mortgagee name and address
-- Mortgage balance
-- Escrow Balance
-- Loan to Value
-- Property Type
-- Hazard insurance monthly
- Insurance Details
-- Insurance Company/code
-- Pol#
-- Effective Date
-- Exp Date
-- Status
-- Premium amount
-- Deductible
-- Coverage amount
-- Cancel/Reinstatement Date
- Notes
-- Notes about previous calls and activity (history)
-- General account/ insurance notes
- Transaction History
-- Transaction Date
-- Transaction code
-- Premium payment
-- Amount
6) Call Pegger Screen/ Functionality
- To identify the source of the call
- Lender name/code
- List of call origins
-- Loan center Rep
-- Borrower
-- Agent
-- Bank Rep
-- Etc.
- Type of call
-- Mortgage
-- Auto
-- Loss Draft
7) Fax Follow Up Screen/ Functionality
- The Call Center employee can note during the call that a document or some other information needs to be faxed from the lender
- The employee would enter the Fax number and flag this call as needing “additional information”
- Follow ups should be scheduled/ alerted if the Faxed information hasn’t been received within so many days
- Collect the phone number to call the customer
8) OneStop Calls Screen/ Functionality
- A Call Center employee can put the currently caller on hold so that they can make another outbound call
- Usually the employee is calling the person lender for additional information, loan#s, or history information.
- Need some way to visualize the the current caller is on hold, and allow the employee the enter in another number to call.
9) Any Additional Functionality or Screens
- Show us concepts and ideas for how things could be designed and function.
- Maybe it's one screen with overlays and fly out windows?
- Maybe it's multiple screens and panels for different kinds of functionality and tasks?
- We are open and looking for your ideas and UX solutions. You do not have to stay with just the "dashboard" idea if you think there is a better solution.
10) UI/UX Interaction(s)
- Make sure you are showing us how things work
- What happens when a user clicks a button, where do they go
- How does the user interact with the timeline to view future states of the ships
- Make sure you are thinking through these interactions and show us your ideas for how they work.
- These things that can/ should be shown as apart of your Marvel Prototype
11) Marvel Prototype
- We need you to upload your file into Marvel App.
- We want to use Marvel App to provide direct and fast feedback! We can also track your design updates and screen versions within Marvel App!
- No additional functionality is required! Just make sure your screen(s) are in the correct viewing order (number them 00, 01, 02, 03, etc.)
- If you do not have access to the Topcoder Marvel App Account please contact tgerring@topcoder.com and fajar.mln@gmail.com
- You must include your Topcoder Marvel App URL within your .Notes file
12) Presentation Screen - 1920x1080 (16:9 Ratio)
- In a RUX challenge, this screen is the way to showcase your concept so keep it simple and make it look good!
- If you were walking into a meeting and needed to sell your idea - use this screen to showcase your concept.
Terms and Acronyms:
- IVR System: https://en.wikipedia.org/wiki/Interactive_voice_response
- I3 System: http://www.callcentre.co.uk/interactive-intelligence-updates-training-reviews-products-integrations/
- OCR: https://en.wikipedia.org/wiki/Optical_character_recognition
- WFM: https://en.wikipedia.org/wiki/Workforce_management
Judging Criteria
Your submission will be judged on the following criteria:
- Overall idea and execution of concepts
- How well does your design align with the objectives of the challenge
- Execution and thoughtfulness put into the solving the problem
- Overall design and user experience
- Cleanliness of screen design and user flow
Target Audience
- Senior Level Customer Service Reps are the primary users (Call Center User)
Submission & Source Files
Preview Image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.
Submission File
Submit JPG/PNG for your submission files.
Source Files
All original source files of the submitted design. Files should be created in Adobe Photoshop and saved as a layered PSD file, or Adobe Illustrator as a layered AI file or Sketch!
Final Fixes
As part of the final fixes phase, you may be asked to modify your graphics (sizes or colors) or modify overall colors. We may ask you to update your design or graphics based on checkpoint feedback.
Please read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. It is important that you monitor any updates provided by the client or Studio Admins in the forums. Please post any questions you might have for the client in the forums.