Team
Timeline
My Role
2 UX Designers
1 Product Manager
2 AI Engineers
3 Software Developers
6 Months
UX Designer - User Interviews, Insight Generation, Ideation, User Flows, Interaction Design, Visual Design, Rapid Prototyping
Overview
To comply with SEC regulations, a leading American credit card provider sought to enhance their QA process for sales calls using NLP (Natural Language processing) to detect non-compliant practices
Collaborating with another UX designer, I led the design of an integrated QA platform, scaling the process efficiently while aligning with business goals
The platform successfully streamlined compliance tracking, improving QA team productivity by 90%
First of it's kind NLP Powered Quality Assurance Platform
First of it's kind NLP Powered Quality Assurance Platform
Team
Timeline
My Role
2 UX Designers
1 Product Manager
2 AI Engineers
3 Software Developers
6 Months
UX Designer - User Interviews, Insight Generation, User Flows, Interaction Design, Visual Design, Rapid Prototyping
Overview
To comply with SEC regulations, a leading US credit card provider sought to enhance their QA process for sales calls using NLP (Natural Language processing) to detect non-compliant practices
Collaborating with a UX designer, I led the design of an integrated QA platform, scaling the process efficiently while aligning with business goals
The platform successfully streamlined compliance tracking, improving QA team productivity by 90%
The Problem
Problem Scenario
The previous QA team could only evaluate about 10% of Sales Calls made in the US market
The Problem
Problem Scenario
The previous QA team could only evaluate about 10% of Sales Calls made in the US market
Problem Scenario
Evaluation volume had to be increased to at least 50% to comply with SEC Regulations
But why was it so low?
Problem Scenario
The previous QA process was extremely tedious
1 QA Analyst needs approx.
60 mins to evaluate 1 sales call
Problem Scenario
Evaluation volume had to be increased to at least 50% to comply with SEC Regulations
But why was it so low in the first place?
Problem Scenario
The previous QA process was extremely tedious
1 QA Analyst needed approximately 60 mins to evaluate 1 sales call
Product Strategy
Why not use NLP to spot non-compliance and speed up QA instead of reviewing full calls?
Design Problem
How can QA analysts use NLP to evaluate sales calls, streamline workflows & scale the process?
Key UX Considerations
To scale, QA analysts must balance tasks while leveraging the benefits of NLP
Product Strategy
Instead of listening to an entire sales call, why not use NLP to identify non-compliant practices and speed up the QA process?
Design Problem Statement
How might we empower QA analysts to leverage NLP for evaluating sales calls, to streamline workflows and scale the process?
Key UX considerations
To scale successfully, QA Analysts need to efficiently manage existing tasks while utilizing benefits of NLP
Problem Scenario
User Research Insights led to the prioritization of 3 key solutions that support all QA functions
Feature Prioritization
User Research Insights led to the prioritization of 3 key solutions that support all QA functions and scale effectively
The Solution
Solution Impact
QA Analysts can evaluate a call 90% faster with the help of NLP and an intuitive UI
The Solution
Solution Impact
QA Analysts can evaluate a call 90% faster with the help of NLP and an intuitive UI
Solution Impact
The QA team reported an 11x increase in the number of sales calls evaluated per week
Solution Impact
The QA team reported an 11x increase in the number of sales calls evaluated per week
Design Constraint
All designs were created using the client's design system, with no room for updates
Benefit 1
A filtered list view of allocated calls enables QA analysts find specific calls in seconds
Design Constraint
All designs were created using the client's design system, with no room for updates
Benefit 1
A list view of allocated calls, coupled with relevant filters, helps QA Analysts find specific calls in seconds
Benefit 2
Presenting key data points upfront eliminates ambiguity about the nature of the call
Benefit 2
Presenting key data points upfront eliminates ambiguity about the nature of the call
Benefit 3
Now, QA Analysts can skip identifying non-compliant practices and focus on reviewing non-compliance flagged by the platform
Benefit 3
QA analysts now review flagged non-compliance instead of identifying it
The Solution
Solution Impact
QA Analysts can evaluate a call 90% faster with the help of NLP and an intuitive UI
Business Impact
The platform enabled the client to scale volume without expanding the QA team, all while ensuring compliance with SEC Regulations
Next Steps
Future Scoping
The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool
Phase 2
Addressing more QA pain points & personas will create a holistic, state of the art QA process
Next Steps
Future Scoping
The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool
Phase 2
Implementing solutions for additional QA Analyst pain points and other personas will create a holistic, state of the art QA process
Networking Message
Want the inside scoop on this project? Let's chat 😄
Networking Message
Want the inside scoop on this project? Let's chat 😄
Sneak Peek
By the way, someone needs to allocate calls to the QA Analysts for evaluation
Who might that be?
Sneak Peak
You guessed it right! The QA Manager
Watch below how effectively the platform facilitates call allocation to QA analysts