Omni Call Center Application

The Problem

Arriving on the first Allstate Roadside Services team; I realized I needed to help drive process and help the Product Manager and my design pair to get on the same page to prioritize work.

Prioritization

So after Affinity Mapping: we had a Priority Matrix session that include the PM, Design and our Lead Developer.

Order created!

This helped us create a list of items to pursue and research; and put together a plan of action to validate the proposed product.

Research Trip

We worked with our leadership to get our stakeholders to approve of our research trip out to Saginaw, Michigan to do research at the call center that was using the precursor to the Omni Call Application.

Some Findings

  • The audio equipment made it incredibly hard to hear calls, often times resulting in mistakes.

  • The screens were small and hard to read. The workers were juggling multiple applications at a time.

  • The environment was oppressive.

  • The amount of paperwork the call center workers were using to supplement their work was enormous.

  • Scripting was making the employees sound robotic towards the customers.

Three points of view

We’d heard from the customers and the users through the call center and we’d done our research with the business in the home office... we were able to start finding common needs.

Impactful Results

  • Google Maps Integration & Type Ahead for Addresses

  • Finding local tow truck providers inside the application

  • Suggesting close by service locations

These 3 features resulted in reducing the call time by 40% and It also drastically reduced recalls (second calls into the call center.)

Saving Allstate an estimated 2.2 million dollars a year.