Challenge Summary
Welcome to the "Hepius Customer Call Insights Tool Concept Design Challenge". Your task is to create the experience for the employees of one of the largest healthcare companies who sell related devices worldwide for different healthcare providers to be able to monitor and analyse their customer calls in order to enhance their services.
Read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. Let us know if you have any questions in the challenge forum!
Read the challenge specification carefully and watch the forums for any questions or feedback concerning this challenge. Let us know if you have any questions in the challenge forum!
Challenge Objectives
- User interface design
- 3 screens including 10 different states
- Web browser app
Round 1
Submit your initial designs for screens 1, 2 and 3 for checkpoint feedback• 1. Login Screen
• 2.a. Dashboard - Default State
• 2.c.2. Grouping - Results grouped by agent
• 2.c.3. Grouping - Agent call details opened
• 3.a. Call Detail Screen - Default State
Round 2
Submit your final designs for all the screens with all checkpoint feedback implemented• 1. Login Screen
• 2.a. Dashboard - Default State
• 2.b.1. Filtering - Filters shown
• 2.b.2. Filtering - List Filtered
• 2.c.1. Grouping - Grouping options shown
• 2.c.2. Grouping - Results grouped by agent
• 2.c.3. Grouping - Agent call details opened
• 3.a. Call Detail Screen - Default State
• 3.b. Call Detail Screen - Playing in Progress
• 3.c. Call Detail Screen - Filtering by Topics
Project Background
• The purpose of this project is to develop a desktop tool that will be used by the client’s employees to analyse two party customer calls (between an agent and a customer) and make decisions based on the insights.
• Customer calls will be automatically transcribed and analysed by utilizing Microsoft Azure Cognitive services. As a result the key topics of the recording will be identified so as sections of the conversation will be classified into categories e.g. positive or a negative interaction.
• The tool will allow its users to see the results of the analysis along with an opportunity to listen to the recording and parts of it as well.
Workflow
Please make sure your design incorporates this workflow.
1. The user logs into the tool through a browser.
2. He arrives at the Dashboard of the tool, where he can see a KPI overview and list of recordings already transcribed and analysed.
3. Then he sets filters to the list and/or applies grouping/aggregation (e.g. by agent, by time of day, by length of call etc.) to the list.
4. He selects one record from the list which he wants to see in detail
5. On the detail page he listens the specific parts of the call and reads the metadata and transcript as well.
6. He exports the metadata of the call for further use.
2. He arrives at the Dashboard of the tool, where he can see a KPI overview and list of recordings already transcribed and analysed.
3. Then he sets filters to the list and/or applies grouping/aggregation (e.g. by agent, by time of day, by length of call etc.) to the list.
4. He selects one record from the list which he wants to see in detail
5. On the detail page he listens the specific parts of the call and reads the metadata and transcript as well.
6. He exports the metadata of the call for further use.
Target User
Users of the tool are employees of the client whose aim is to identify problems and find ways of enhancing the customers’ experience with the call center.
Screens/Features Requirements
Please make sure your design includes the following screens/features. Don’t let your creativity be limited by the below description, you can come up with your own ideas, but make sure the functions are still there.
Screen 1 - Login Screen (1 or 2 screens):
Please provide a surface for user login. We are opened to different solutions here, so you could go with a normal page or a popup, it is up to you.
Please provide a surface for user login. We are opened to different solutions here, so you could go with a normal page or a popup, it is up to you.
Screen 2 - Dashboard:
In general the dashboard should have a KPI visualization (e.g. proportions of topics identified, number of calls, proportion of positive/negative/neutral interactions) and a rollup table of aggregated data. Filtering and grouping functions have to be available to the user, such as a way to toggle between ‘last 7 days’ and ‘last 30 days’ views.
We would like to see the following states of the dashboard (you may however add more if you like):
In general the dashboard should have a KPI visualization (e.g. proportions of topics identified, number of calls, proportion of positive/negative/neutral interactions) and a rollup table of aggregated data. Filtering and grouping functions have to be available to the user, such as a way to toggle between ‘last 7 days’ and ‘last 30 days’ views.
We would like to see the following states of the dashboard (you may however add more if you like):
a. Default state (1 screen): The user would see each call in the table with some high level transcription and sentiment analysis results. He can open the call details from the table.
b. Filtering (2 screens): Show us how the filter function would look like when it is in use (e.g. the options are opened or another solution) and filter the list to an agent for instance.
c. Grouping (3 screens): Show us how the grouping flow would work.
b. Filtering (2 screens): Show us how the filter function would look like when it is in use (e.g. the options are opened or another solution) and filter the list to an agent for instance.
c. Grouping (3 screens): Show us how the grouping flow would work.
• Grouping options shown: Show the user the grouping options.
• Results grouped by agent: Let’s suppose the user selected the ‘Group by Agent’ option so he gets a table with agents’ aggregate data (e.g number of calls, average and overall length of calls, aggregate sentiment analysis data).
• Agent call details opened: The user can open the above tablet’s rows, so the calls of the agent concerned will be shown.
• Results grouped by agent: Let’s suppose the user selected the ‘Group by Agent’ option so he gets a table with agents’ aggregate data (e.g number of calls, average and overall length of calls, aggregate sentiment analysis data).
• Agent call details opened: The user can open the above tablet’s rows, so the calls of the agent concerned will be shown.
Screen 3 - Call Detail Screen
When the user clicks on a record on the Dashboard he will be redirected to the Call Detail Screen, where he can see the result of the transcribing and the sentiment analysis and he can listen to the recording as well. We are expecting the followings on this screen:
We would like to see the following states of the call detail screen (you may however add more if you like):
When the user clicks on a record on the Dashboard he will be redirected to the Call Detail Screen, where he can see the result of the transcribing and the sentiment analysis and he can listen to the recording as well. We are expecting the followings on this screen:
• Soundwaves: visualization of the recording with sections highlighted as positive/negative/neutral. Flags at tone changes should be shown which indicates the success of the interaction.
• Transcription of the call, also being identified as positive/negative/neutral sentiments.
• Basic data of the call: Metadata like length, agent, customer etc.
• Topics identified in the call
• Transcription of the call, also being identified as positive/negative/neutral sentiments.
• Basic data of the call: Metadata like length, agent, customer etc.
• Topics identified in the call
We would like to see the following states of the call detail screen (you may however add more if you like):
a. Default state (1 screen): The above sections are shown in a meaningful layout. Would you show all of them by default, or rather making any of them collapsible? Show us the most user friendly approach.
b. Playing in progress (1 screen): How does it look like when the user starts to play the recording? Is the script followed, if yes, how?
c. Filter by topics (1 screen): The user should be able to filter the recording by the identified topics. How he should do that?
b. Playing in progress (1 screen): How does it look like when the user starts to play the recording? Is the script followed, if yes, how?
c. Filter by topics (1 screen): The user should be able to filter the recording by the identified topics. How he should do that?
Form Factors
Please make sure your design supports these form factors:
• In-scope
- Desktop app running in a browser
- 1366px width
• Out of scope
- 1366px width
- Tablet and mobile screens are out of scope
Branding Guidelines
We do not supply branding guidelines, so colours and typorgaphy is opened to the designers' decision. Please however, keep in mind that the tool wil be used in an enterprise context.
Design Assets
• Example of audio tagging - This is just to show you the idea, but please do not copy, suggest us a better solution for the task.
Judging Criteria
Your submission will be judged on the following criteria:
Final Deliverables
For submission you have to upload a zip file that contains the following 4 files:
• Overall idea and execution of concepts.
• How well do the designs align with the objectives of the challenge.
• The overall design and user experience.
• Cleanliness of screen design and user flow.
• How well do the designs align with the objectives of the challenge.
• The overall design and user experience.
• Cleanliness of screen design and user flow.
Final Deliverables
• All original source files.
• Files should be created in Adobe Photoshop and saved as a layered PSD file, Adobe Illustrator, Sketch or Adobe XD
• Marvel prototype
• Files should be created in Adobe Photoshop and saved as a layered PSD file, Adobe Illustrator, Sketch or Adobe XD
• Marvel prototype
Marvel Prototype
We need you to upload your screens to Marvelapp.• Please send your marvel app request to pere.viktoria@gmail.com
• You MUST include your Marvel app URL in your declarations.txt (in your marvel app prototype, click on share and then copy the link).
• You MUST include your Marvel app URL in your declarations.txt (in your marvel app prototype, click on share and then copy the link).
Submission & Source Files
Final Deliverables
For submission you have to upload a zip file that contains the following 4 files:
Source.zip – All original source files.
All source files of all graphics created in either Adobe Photoshop, Illustrator (Might need to be converted to PSD later), XD or Sketch and saved as editable layer
Submission.zip – PNG/JPG files
Submit JPG/PNG image files based on Challenge submission requirements stated above.
preview.png – Your preview image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72 dpi and place a screenshot of your submission within it.
declarations.txt – All your declarations and notes
This file must contain your notes if any, fonts, stock art declarations and your Marvel project URL.
All source files of all graphics created in either Adobe Photoshop, Illustrator (Might need to be converted to PSD later), XD or Sketch and saved as editable layer
Submission.zip – PNG/JPG files
Submit JPG/PNG image files based on Challenge submission requirements stated above.
preview.png – Your preview image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72 dpi and place a screenshot of your submission within it.
declarations.txt – All your declarations and notes
This file must contain your notes if any, fonts, stock art declarations and your Marvel project URL.
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.