Pulse Campaign Scheduler

Industry: CX, B2B SaaS

Role: UI/UX designer

Timeline: September 2021 - end of 2023

Background:

Cyara is the world's leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer impacting defects, and become agile to enable continuous delivery across digital and voice channels.

Pulse, one of its main products, allows customer to monitor their CX live to ensure performance continuously. It automatically monitoring interactions from both the agent and customer perspective, mimicking their behavior, and providing the customer with real-time visibility of CX performance.

Problem Statement:

Over the past 12 months, there has been over 175k Pulse campaigns that have failed to run due to Port Exceed Errors (i.e portal ready in use by another campaign). Customers are double booking their campaigns because they have no easy way to view them in a scheduler. Currently customers don't have visibility into the instances when they have maxed out their port capacity limits and have been complaining of Cyara platform not working adequately.

Benefit:

This feature will increase the perceived value of the Pulse product and reduce customer complaints/escalations. This tool should also help to highlight when customers need to purchase additional (port) capacity to support their campaigns.

Process:

Empathize - Define - Ideate - Prototype - Test / Validate - Handover / Implement

Empathize

I conducted empathy research on the product and the end-user with the Problem Statement above.

As I was fresh to the business and product, I began research and observations with internal SMEs before heading on to Customer Interviews.

Define

After completing the 'Empathize' phase, I formulated and documented POV (or update POV if repeating the Design Thinking phases). The insights derived from research and observations in the earlier 'Empathize' is documented under 'Insight' in the POV as seen on the left.

POVs are different from user stories. In general, they're narrower in scope.

Ideate

I focused on generating a number of big and bold ideas with UX Team Members, Cyara SMEs, Product Managers, and Engineers. Balsamiq was used, as well as hand sketches to get the ideas across without worrying too much about UI.

Prototype

I continued building up from the Balsamiq wireframes, continuously checking in with the associated PM, gradually moving onto Figma for high-fidelity prototype and interactions.

Test / Validate

I aimed for at least 1 Customer validation & 5 User-Testing with either internal or customer users.

We continued with a lean approach of testing and debriefing immediately to decide the next steps.

Handover / Implement

This is where the UX Team performed a number UX Workshops to walk the team through the Figma prototype, as well as answer accessibility questions.

After that, the GTM Product Manager & Engineering Team took over. From here on out, I governed the UX/UI implementation and made sure it was implemented as per prototype spec and provided additional support such as creating Jira tickets, last-minute changes, Design System components support, etc.