CXSpot is a web based monitoring solution that helps companies discover the root issues impacting customer experience(CX), sales performance, and CX operational cost.
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.
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.
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.
I was asked by digital agency Oddball to design a robust, easy to use, replacement SaaS solution for their client.
“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.”
“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.”
“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’.”
“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’.”