Michael Bankhead | CX Dashboard
1989
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CXSpot Dashboard

UX / UI DESIGN

CXSpot Dashboard

UX / UI

What is CXSpot?

CXSpot is a web based monitoring solution that helps companies discover the root issues impacting customer experience(CX), sales performance, and CX operational cost.

The Problem

Quality assurance programs do not deliver a return on investment.

Due to ineffective monitoring tools, organizations are unable to accurately measure business level result metrics (i.e. Customer Experience, Compliance, Agent Effectiveness). Because of this lack of insight, organizations often fail to accurately measure Customer Satisfaction results. There is, on average, a 25 point gap between Customer Satisfaction Results and QA Results.

Pain Points

Poor information architecture leads to confusing navigation.

User task flow is lengthy and unintuitive.

Lack of in-app analytics.

Unclear alert/error notifications / lengthy file confirmation process.

The Goal

“Quality Reimagined.”

Due to the overly complicated user flow of the client’s current SaaS solution, the monitoring platform was almost unusable. Yes, the client was able to sell the product, but the process of teaching their customer to navigate and utilize the platform was lengthy and convoluted. This typically resulted in the client receiving an inordinate about of support tickets requesting walkthroughs of the most basic tasks (such as uploading a new user). The platform required a systemic redesign in order to simplify the user flow.

The Solution

The (new) Customer Experience Dashboard

The client requested a robust, easy to use, replacement SaaS solution for their client.

The Solution

Dashboard Overview

“One thing we are missing in this tool is (the ability) for our clients to do any kind of analytics outside of exporting an Excel sheet.”

Users

User List Management

“It is rare that anybody ever gets this right the first time…even me. It is not an easy process. It’s nice that we can upload multiple users at a time using an Excel sheet, but there are no instructions… you only know if something’s wrong after you upload it.”

Permissions

Role Management

“For some reason they (the original developer) named this section ‘Programs’ but it’s actually the Permissions page. ‘Roles’ and ‘Groups’ are really useful but we don’t even use this (Programs). From what I’m told, it has to be there in order for the platform to work. When I asked them (the original developer) if they could just remove it, they said ‘Technically, yes. But a lot of stuff would break so it’s not practical…’ It’s really awkward teaching clients to use this thing and having to say ‘Oh, ignore this whole section, because we never use it’.”

Interactions

Notifications & Confirmations

“I’ll tell you what is helpful, this results sheet. Say I just uploaded 10 new users, I can download this results sheet to check for errors. So now I know which ones uploaded successfully and which ones didn’t. The issue with is the error descriptions. The client knows when it’s not successful, but every time that happens I get a support ticket saying ‘I don’t know what this means’.”

Want to see more?

Here’s another experience I’ve worked on.

Want to see more?

Here’s another experience I’ve worked on.

NEXT

Battle Camp

A simpler social gaming experience.

Let’s have a chat!

Email: michael@alchemilabs.io

Couldn’t find what you’re looking for?

There’s more on my Instagram and Dribbble

Let’s have a chat!

Email: michael@alchemilabs.io

Couldn’t find what you’re looking for?

There’s more on my Instagram and Dribbble