Koikoll - Create Robot Call Features
Koikoll is a dashboard to help collections agents to do automatic outbound calls. Currently, Koikoll only focuses on collection agents in p2p lending. Koikoll has features such as:
Automatic Number Detection
Robot Call (IVR)
One Liner Call
Predictive Outbound Call
Agent Management
We have a Robot Call (IVR) feature where we can help agents to set-up calls for billing automatically. Actually, this Robot Call is an existing feature that is ready to be marketed, but after getting feedback from customers, they are still struggling to access this feature. The reasons:
The scenario creation and task creation features are not in one feature.
Not easy-to-use in variable creation (feature for the robot to call the customer's name)
Scenario part is important for IVR task creations, because by using scenario, user can understand on how the conversation with the borrower/customer going. A good scenario is easy to use, easy to understand, and can runs well without any system bugs and any broken user flow.
Objective
The objective from Robot Call Refinement is:
Refine the flow scenario
Add default scenario by each use cases (Reminder, Billing, Promote Products)
Refine the flow of IVR Campaign/Task
Add FAQ by default
Add Voice Preview
Add Recording history at each call with the STT
Research
Information Architecture
The first thing I do is creating an information architecture. By creating Information architecture, it can help me in developing a better feature organization and help my communication to the Front-End and Back-End teams so that they are in the same vision with me. Here is an overview of the Information Architecture of the Robot Call feature.
Flow Chart
After that, to clarify the flow of Scenario creation, I created a flow chart. This is to make it easier to communicate with the Front End and Back End teams, by adding flow charts, our communication becomes more effective, due to language limitations (I use English, while the IT team uses Mandarin) so visuals like this can be very helpful when we have asynchronous discussions.
Design
After the Information Architecture and Flow Chart were clear, the next thing I did was to create the Design. In making this design, our team needs the results of this design within 2 weeks (10 working days) because our IT team has a target to complete this feature within a short deadline to be shown to our client.
Since I had limited time to design (and prototype), I had to skip the wireframing phase and go straight to high fidelity design.
In making this design, I also validated the stakeholder (director) regarding this feature. He gave some feedback so that the scenario creation button is made more stand out and easy to reach.
From making Information Architecture, Flow Chart, Design, to Prototype, it takes approximately 14 working days.
After completing the prototype, our stakeholders were satisfied with the results. However, there are additional requests, namely:
Our IT team requested for the prototype to be converted into Chinese.
Our stakeholders said that there was too much whitespace in the scenario creation section, so I needed to improve it to make it more understandable and accessible.
Then, I had an idea to improve it, which I thought at that time was:
Separate the results or list of scenarios that have been created
Create a separate screen to show the Scenario Template
With an additional 2 days, I managed to make the request.
Added Request
Mandarin Prototype
By working together with my colleague Vincent and taking 1 working day, the prototype was made. Basically, Vincent helps to translate by utilizing the Find and Replace feature, here's what I do:
Duplicate the prototype page
Teaching Vincent to use the find and replace feature 2.
By using the find and replace feature, Vincent was able to speed up his translation compared to if he translated the text layers one by one.
Refinement on Scenario Creations
I ended up adding 4 templates that will probably be used frequently by our users, namely:
Product or Service Promotion
Reminder
OTP
One-way Message
And don't forget to add scenario creation from scratch.
And also add illustrations to each template.