Transforming HiPer Voice for Dynamic Workspaces
HiPer Voice is a cutting-edge call center agent support application developed by XSELL Technologies. It leverages AI to guide agents toward better outcomes by analyzing conversation intents and recommending responses based on the practices of high-performing agents. The goal of this project was to transform HiPer Voice into a flexible, dynamic workspace tool that could adapt to various agent needs and workflows, enabling greater productivity and enhanced user satisfaction.
HiPer as it was originally
The original HiPer Voice interface was designed with a static, one-size-fits-all approach. While functional, it lacked the flexibility required to accommodate the diverse and ever-changing workflows of call center agents. Agents frequently toggled between multiple tools, leading to context switching, inefficiencies, and increased cognitive load. The lack of customization options further limited the tool's effectiveness, as agents couldn't tailor it to their unique workflows. These issues led to frustration among users and hindered adoption rates.
Original HiPer showing an "objection"
To address these challenges, I focused on reimagining HiPer Voice as a dynamic, customizable workspace while maintaining the AI-driven insights that made it powerful. The process began with conducting interviews and usability testing with agents and supervisors to understand their pain points and preferences. Mapping out common agent workflows helped identify opportunities for streamlining and customization. Prototyping and testing new layouts and features allowed us to gather feedback at every stage and ensure solutions aligned with user needs. Expanding the existing design system to support modular components and responsive layouts provided the flexibility required for this transformation.
Planning out agent flows in medium fidelity
The redesigned HiPer Voice introduced a dynamic workspace that adapts to individual agent needs and preferences. It featured modular layouts that allowed agents to customize their interface by rearranging and resizing key components, such as conversation transcripts, AI recommendations, and performance metrics. AI recommendations were streamlined to surface the most relevant insights based on the current conversation context. Frequently used tools were consolidated within the HiPer Voice interface, reducing context switching. The application’s responsive design ensured seamless performance across devices, accommodating agents working from both desktop and mobile setups.
The app could also scale up to fill medium (seen here) and large spaces depending on agent preferences
The transformation of HiPer Voice led to significant improvements in both usability and adoption. Agents reported a 25% reduction in time spent switching between tools, enabling them to focus more on conversations. User satisfaction surveys indicated a 40% increase in satisfaction scores, with agents highlighting the workspace customization as a favorite feature. The improved flexibility and efficiency drove a 30% increase in adoption across client teams within the first six months.
This project reinforced the importance of designing tools that adapt to the user, rather than forcing users to adapt to the tool. By prioritizing flexibility and contextual relevance, we not only improved the user experience but also demonstrated how thoughtful design can directly impact business outcomes. The iterative process and continuous collaboration with users and stakeholders were key to delivering a solution that met and exceeded expectations. These lessons continue to inform how I approach designing for complex workflows and dynamic environments.