What did we do?
Discovery and research, user experience strategies, technical strategy, architecture, user interface design, development.
Who are Power2IVR?
Power2IVR provide interactive voice recognition services. One of their largest customers is an international courier company that are using the IVR solution for their last mile services (a term used widely in telecommunications to refer to the final leg of a journey). An end user will receive a phone call about an impending delivery and they will have the option to accept or re-book their delivery slot through voice recognition. Power2IVR will also be providing call routing services, call queuing and a whole host of other telephony services.
What did we do?
Power2IVR had a vision and we helped them realise that vision through building an easy to use and accessible UI. The UI is where an account is assigned their CLIs, and individually recorded prompts. Using the prompts a user can then create a call flow which which is triggered via an API call and sent to a customer. All call outcomes are reported on and held in the reporting suite.
Building on a brand
As Power2IVR falls under the Power2 umbrella, all brand assets including fonts and colours remain consistent across systems.
New icons were developed for call prompts and flows.
Colour palette & type
We needed to better understand the way in which last mile worked so we ran some role-plays and took notes. Once we had finished we collected our notes and amalgamated them, we then elaborated on our questions and asked the experts to help us gain a deeper understanding of the user journey.