E2ECR Dashboard Design
A dashboard/ web portal for viewing enterprise reporting and API related to reporting for Finance Virtual Assistant – Jenny (not a real name) using CloudWatch Logs.
OVERVIEW
E2ECR is a short form of "End-to-End Call Recording." E2ECR was a small section of the enormous financial virtual assistant conversational AI project that was designed and developed by Deloitte. The main objective of E2ECR was to build a platform to monitor efficiency and maintain the record of all the end-to-end call records between the customer and virtual assistant.
DURATION
3 months (Aug 2020- April 2021)
MY ROLE
As a Lead UX Designer, I was responsible for conducting internal product research and designing the enterprise dashboard for the executives and the engineers on the client side. I also facilitated multiple stakeholder workshops to understand the user requirements and prioritize the necessary KPIs.
TEAM
Lead UX Designer, Project Manager & Developers
The PROBLEM
Deloitte's engineering team designed a financial virtual assistant conversational bot, let's call it "Jenny" (Just for this case study - the real name was different), to interact with the client's customers base to support their finance/payment-related queries.
However, they didn't have a tool or a product to monitor and record the calls between the customer and the virtual assistant, making it hard to analyze the efficiency and performance of the virtual assistant.
A web-based portal with an in-built Executive and Operational Dashboard to solve all the challenges related to monitoring efficiency and maintaining the record of all the end-to-end call records between the customer and virtual assistant.
Ok, but HOW did I get it here?
1️⃣
GATHERING REQUIREMENTS
As I started working on this project, I began initiating meetings with my internal team to understand the interface and interaction of the virtual assistant "Jenny" with the users, which helped me analyze the type of data the client would want the system to capture for improving the virtual assistant's performance.
Second, multiple workshops with the client were conducted to understand and prioritize their requirements for the portal. Finally, separate sessions with the executives and operational engineers were scheduled to capture the metrics necessary for their dashboard, respectively.
Below are the main requirements captured from the workshops and interviews -
01
Record audio conversation of each call in Penny from start to end of every call within Penny system, except for any Sensitive Authentication Data, which includes:
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Full Track Data 3
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CAV2/CVC2/CVV2/CID 4
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PIN/PIN Block 5
02
The solution shall provide a GUI interface, for search, extraction, and audio playback.
03
There should be an executive view that demonstrates the effectiveness and efficiency of the virtual assistant.
2️⃣
INFORMATION ARCHITECTURE
After the initial research, I sketched out the web portal's information architecture, including log-in and one-time terms and condition pages. The landing page acts as the main screen to navigate between the executive dashboard view and the operational view.
Lastly, Let's talk about the DESIGN -
Based on the requirements and insights from the workshops and interviews with the client, I worked on the high-fidelity designs straightaway due to time constraints on the project. However, after regular check-in with the client, multiple iterations were made to achieve the desired designs.
1️⃣
LANDING SCREEN
The landing screen acts as the main navigation screen to navigate between the executive dashboard view and the operational call recording viewer.
2️⃣
EXECUTIVE DASHBOARD VIEW
The Executive dashboard view is a split into three tabs -
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Overview - This page includes all the important KPIs required for monitoring the performance and efficiency of the virtual agent.
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API Performance - This view includes the KPIs required for monitoring the performance of the APIs assisting the virtual assistant and some other important KPIs like out of grammar and in-grammar utterances.
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User Journey - This view includes a Sanky chart that depicts the user journey of the customer calling in for their payment information from start to finish.
3️⃣
OPERATIONAL VIEW - Advanced SQL Filteration of Voice Recordings
The operational view enables administrators and operational employers to access the voice recording database and lets them use advanced SQL queries filtration methods to narrow down results from the vast database. The end result is displayed in a tabular layout with additional features for each recording -
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Enables the user to play the recording within the portal
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Enables them to view all the APIs called for that specific call
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Enables them to view the user journey in a visual layout
Designs Handoff
01
Delivered annotated wireframes to the developers explaining all the UX functionalities.
02
All the designs were uploaded on Zeplin for the developers to code the front-end easily.
Additionally!
I was asked to assist with the testing and tuning of the virtual assistant, which means I went through all the scripts written for the virtual assistant and generated scenarios to test its performance, efficiency, and response time.
Overall, it was a great experience as I was able to provide and implement feedback on designing the conversation system on such a large-scale project.