Crafting the future of AI Driven Coaching
A Product Vision Project for Observe.AI
A Product Vision Project for Observe.AI
Duration: 1.5 months
Role: Lead Product Designer
Team: Product Designer, Product Manager
Status: Picked for development of first version 😁
Role: Lead Product Designer
Team: Product Designer, Product Manager
Status: Picked for development of first version 😁
Coaching refers to the periodic training of Contact Center/Call Center Agents to help improve their performance. This is the responsibility of the Agent's Supervisor.
Result
We presented design and plan to the VP of Product, and the Director of Product Management. We received positive feedback and a go-ahead to start preparing for a Phase 1 release. 😁
My last contribution to the project before I had to leave to pursue my masters was the design handover of Phase 1 designs to the engineering team of Front-end, backend and Machine Learning Engineers.
We presented design and plan to the VP of Product, and the Director of Product Management. We received positive feedback and a go-ahead to start preparing for a Phase 1 release. 😁
My last contribution to the project before I had to leave to pursue my masters was the design handover of Phase 1 designs to the engineering team of Front-end, backend and Machine Learning Engineers.
Discovery Research
The aim of this project was to visualize the most impactful version of the 'Coaching' vertical at Observe.ai. To learn about this area, discovery was done by talking to real users.
🙍🏻♂️ Interviews with 7 Clients - power users of Coaching
📝 Survey with 30 Supervisor respondents
📍 Site visit to a contact center in Bangalore
💻 Summarization AI tech review with Machine Learning team
My Role -
With research being led by the PM, my contribution was taking the research insights and transforming them into tangible workflows.
My Role -
With research being led by the PM, my contribution was taking the research insights and transforming them into tangible workflows.
The Core Problem
Currently, Supervisors spend 38 mins on average going through singular calls, and identifying points to coach one agent on.
Currently, Supervisors spend 38 mins on average going through singular calls, and identifying points to coach one agent on.
The Goals of this Project
🌎 Show what a complete ecosystem of Coaching would look like on our platform.
💻 Translate product intention into real workflows - informed by research.
🤖 Visualize how we can leverage AI capabilities of our platform to empower the user.
🌎 Show what a complete ecosystem of Coaching would look like on our platform.
💻 Translate product intention into real workflows - informed by research.
🤖 Visualize how we can leverage AI capabilities of our platform to empower the user.
The Overall Picture
The strategy we pitched to senior management was an integration of AI in the Coaching Journey. The journey is centered on the Supervisor; who gathers information on-ground & in-product to create a feedback note for each agent. The vision was to visualise what the maximum capability of the Coaching vertical can look like.
The strategy we pitched to senior management was an integration of AI in the Coaching Journey. The journey is centered on the Supervisor; who gathers information on-ground & in-product to create a feedback note for each agent. The vision was to visualise what the maximum capability of the Coaching vertical can look like.
Design Process Highlights
1. Incorporating a new coaching workflow into already overloaded pages & workflows
The main pages contained a variety of information necessary for the Supervisor to write feedback. Adding the remaining data / new insights to these pages was tricky without overwhelming the page. Variations were made to decide the exact placement of these features, and how information would 'travel' from one page to another.
1. Incorporating a new coaching workflow into already overloaded pages & workflows
The main pages contained a variety of information necessary for the Supervisor to write feedback. Adding the remaining data / new insights to these pages was tricky without overwhelming the page. Variations were made to decide the exact placement of these features, and how information would 'travel' from one page to another.
2. Presenting Data from various parts of the product in a useful manner
Design was led by "Why will this piece of information be useful to the Supervisor?" Pulling information from different parts of the product and placing them in a new context called for careful use of graphical elements, numbers and words.
Design was led by "Why will this piece of information be useful to the Supervisor?" Pulling information from different parts of the product and placing them in a new context called for careful use of graphical elements, numbers and words.
3. Creating detailed high-fidelity workflows
5 main workflows were selected to highlight the vision of the entire Coaching experience. For each of these, detailed designs were made to showcase the story to align stakeholders, and discuss technical execution.
5 main workflows were selected to highlight the vision of the entire Coaching experience. For each of these, detailed designs were made to showcase the story to align stakeholders, and discuss technical execution.
All images are illustrative & don't represent the actual product.
To see the solution and look at the story in detail,
use the password provided on my Resume to access the full case study!
To see the solution and look at the story in detail,
use the password provided on my Resume to access the full case study!
Experience & reflections
This project was a successful one that showcased the true benefits, as well as the critical need for collaboration. Our designs overlapped with a lot of the other ongoing projects in the company, and we took in feedback from those teams at various points. The Homepage Team, Design Systems team, Summarisation AI Team, Evaluations team, and the Machine Learning Team.
I would like to thank many people who contributed to this vision. The Product Manager for this project who worked tirelessly with me to ensure our success. Senior designers and leaders whose continuous support informed the project, and my manager whose invaluable feedback has contributed to me constantly levelling up my design skills!
I would like to thank many people who contributed to this vision. The Product Manager for this project who worked tirelessly with me to ensure our success. Senior designers and leaders whose continuous support informed the project, and my manager whose invaluable feedback has contributed to me constantly levelling up my design skills!