Reviews Tool
Telus Digital is a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands.
Location: Finland
Date: Mar-Dec 2024
Context
Raters are responsible for rating videos, text and other types of content. All rating tasks are automatically evaluated by the customer tool. Once the tool identifies any unusual behavior, it will issue a quality review request.
At Telus Digital, our quality control team is responsible for assessing all quality review requests following a holistic approach.
I was tasked with redesigning this Reviews Tool to improve its usability and overall user experience.
Key stages
RESEARCH
I started by conducting remote interviews with quality controllers to understand their day-to-day tasks and their processes. I recorded all iterviews and took notes about the most important issues raised.
During this research phase, I was able to identify relevant pain points and to categorize them.
WIREFRAMING
I proceeded to create wireframes focusing on the most critical requirements. I shared my primary wireframes with product managers for iteration purposes. The requirements were modified after every iteration, making it more clear and simplifying the user flow.
PROTOTYPING
After few product requirement changes, I created prototypes with a strong emphasis on enhancing user experience and improving user interface design. By leveraging user feedback and design principles, I developed interactive prototypes that streamlined navigation, simplified workflows, and ensured a more intuitive and visually engaging interface.
The new design included new areas such as assessment forms, comments and notes areas. Due to the amount of data and functionalities required, I decided to add an extra menu bar on the right side of the page to make actions more accessible.
TESTING
These prototypes served as critical tools for user testing and collaboration, leading to impactful design solutions aligned with user needs and business goals.
Final design
The final design effectively aligned with the business goals, addressing key objectives and improving overall functionality.
The design was approved by stakeholders after thorough reviews and was successfully tested with users to ensure it met their needs and expectations. This collaborative approach resulted in a solution that balances user satisfaction with strategic business priorities.
Learning and next steps
During this project I learnt about the quality assessment procedures and methodologies. I also synced with developers on the flows I proposed for the new design. I realized about the importance about having a Design System for development efficiency.
The Reviews Tool is up and running. Users have been able to test it and the feedback was positive. The tool is expected to be available to all users by January 2025.