What did we do?

Discovery and research, user experience strategies, technical strategy, architecture, user interface design, development.

Coming soon

www.power2.co.uk

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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.

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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

#FFFFFF

#DAEF81

#00C5C1

#468DE5

#634EE9

#494C5B

font-family: ‘Lato’

01

Discovery

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.

“Power2IVR “Power2IVR

02

UX design and wireframes

Before moving any pixels we put pencil to paper and built a site map and basic user flow. This allowed us to walkthrough our hypothesis and review the users journey with our customer. We framed our questions about the design from a customers pov, and added new functionality that made the platform easier to use than their current solution.

Basic user flow
Login
Access IVR settings
Test prompts and flows
View reports and audit
Logout
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03

Calling all UI Designers

Since our team are involved in the project from inception the UI team have a deep understanding of what is required. This makes for some great frictionless design, that is delightful and easy to use.

“Power2sms

04

Developers bring the vision to life

Our team of specialist front and back-end developers create pixel perfect interfaces from the research and visuals created by our UX and UI designers. The end result is a slick and secure platform that focuses on the experience of the end user and as our engineering team are involved from project inception and work closely alongside designers and stakeholders, this means they are able to fully understand the softwares needs and requirements from a users view.

Outgoing calls
9:41 0800 123 456 London, England 00: 01 02 03 04 05 06 07 08 09 10 11 12
Hello, Jane
This is John Lewis, your delivery has been scheduled for arrival tomorrow at 10:30 am. Please answer yes to accept your booking, or say no to re-book.
Yes
Thank you, Jane. Your delivery has been scheduled.
Developers bring the vision to life

Our developers built a system with scalability in mind, as the Power2IVR business is busy growing. They built in tests and quality assurance to ensure that the platform was stable and secure. Our development team are also involved in the project from inception, and they work closely with the wider team, so the end result meets the vision.

Incoming call flows

Coming soon.

From a member Play member specific announcments Potential to set time related overflow Call answered Add to daily/ weekly report Transfer to other team Call not answered Send Customer SMS (in real time) Add to daily/ weekly report Send Club an email (in real time) Add to daily/ weekly report Add to daily/ Weekly report Add to daily/ Weekly report Was the number called back? Add to report Was the number called back? Add to report Was the number called back? Add to report Send to answer machine Email message to club From a non-member Send to front desk Play non-member specific announcments Potential to set time related overflow Send to membership team Play non-member specific announcments Potential to set time related overflow Send to membership team Add to daily/ weekly report Add to daily/ weekly report Direct to URL to sign up Report on if they signed up online Caller owes you money INCOMING CALL Call answered Transfer to other team Call not answered Email message to club Email message to club Add to daily/ weekly report Send Customer SMS (in real time) Send Club an email (in real time) Send to answer machine Add to daily/ weekly report Send Customer SMS (in real time) Send DD Team an email (in real time) Send to answer machine Call answered Transfer to other team Call not answered
INCOMING CALL
Play member specific announcments Potential to set time related overflow Call answered Add to daily/ weekly report Transfer to other team Call not answered Send Customer SMS (in real time) Send Club an email (in real time) Send to answer machine Email message to club Send to front desk Was the number called back? Add to report Add to daily/ weekly report Add to daily/ weekly report
Play non-member specific announcments Potential to set time related overflow Call answered Add to daily/ weekly report Transfer to other team Call not answered Send Customer SMS (in real time) Send Club an email (in real time) Send to answer machine Direct to URL to sign up Email message to club Send to membership team Was the number called back? Add to report Add to daily/ weekly report Add to daily/ weekly report Report on if they signed up online
Play non-member specific announcments Potential to set time related overflow Call answered Add to daily/ weekly report Transfer to other team Call not answered Send Customer SMS (in real time) Send DD Team an email (in real time) Send to answer machine Email message to club Send to membership team Was the number called back? Add to report Add to daily/ weekly report Add to daily/ weekly report

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