Developing a staff engagement platform
Gamification Platform
The User Problem
Call center attrition rates at a very high level, 'Churn and Burn' mentality in the Customer Service Industry, disillusionment and lack of motivation and engagement among call center staff.
One of the largest call centers in the UK requested a Staff Engagement & Gamification Platform to integrate into their current system in order to utilise game mechanics to encourage employee participation, engagement, and loyalty. Gamification takes the data-driven techniques that game designers use to engage players, and applies them to non-game experiences to motivate actions that add value to a business.
The Solution
Significant qualitative and quantitative research was carried out over a twelve month period before this enormous project was undertaken. Many parties were involved in this product's development - my team and I worked closely alongside our BDM, Chief of Strategy, CPO, CTO, external gamification consultants, Product Owner and many Project Managers, we even engaged third party marketing experts to run UX research labs, competitor analysis and data acquisition.
We designed, user tested and iterated in an agile/scrum environment through the entire process.
My Role
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Conduct focus groups in a call center environment with telephony agents
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Create user personas and experience flows
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Meet with with external Gamification consultants
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Implement company-wide two day UX training to ensure UX best practices
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Communicate with Product Owners, gathering clear business requirements and delivering designs on time
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Generate visual designs, wireframes, interactive prototypes and hi-fidelity visual UI mock ups
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Participate in usability studies and testing (component and split testing, heatmapping etc.)
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Conduct stakeholder reviews and presentations
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Work directly with development team to ensure accurate design implementation
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Work within a cross-platform, agile software development process, assisting and supporting scrum teams
A very small snapshot of the process including early wireframes, XD art-boards with interactivity wires and final version. I have also included some visuals and interfaces that were unused.
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Kelly Bolderson
Managing Director
Glamorgan Telecom Limited
Great Professionalism
From the first communication, I felt I had the made the right decision. Our needs were understood and managed with great professionalism (even when we kept changing our minds). With help from Russell, we ended up rebranding our whole company image. The website is clear and concise, and we are all very happy with the end result. We have already seen an increase in the awareness of our website, and the contact made by both new and existing customers. I would recommend the company to other businesses without hesitation. Thanks.
Morgan Stevens
Operations Director
Newport Transport Limited
What an improvement!
We now have a great looking, easy to use and informative website, with a popular online shop that is helping to drive all units of our business forward. Our thanks go to Russ and his team for their work, creativity and passion on this project.
Christine Taylor
Finance Director
Bush Healthcare Limited
Vision, imagination and an excellent standard of work
Creative Director Russell Chambers has vision and imagination and attains an excellent standard of work. He has been able to work alongside and in conjunction with our staff to ensure that the desired result for each project is achieved first time, keeping projects within budget and on schedule. Many thanks, looking forward to our next project in the next couple of weeks.