Genesys Cloud Services Profile Page Redesign
Genesys Cloud Profile Page Redesign, more than a UI revamp
Genesys Cloud Services Profile Page Redesign
More than a UI revamp
Genesys Cloud Profile Page Redesign, more than a UI revamp
More than a UI revamp
⚠️ This case study is a limited preview. Learn about the full case study during our interview.
Role:
Role:
Led the project as a Product Designer.
Led the project as a Product Designer.
Collaboration:
Collaboration:
3-in-a-box team. Stakeholders alignment across multiple teams and seniority levels.
3-in-a-box team. Stakeholders alignment across multiple teams and seniority levels.
Timeline:
Timeline:
4 months (May - August 2024).
4 months (May - August 2024).
Status:
Status:
🚧 In development. General availability expected in Q2 2025.
🚧 In development. General availability expected in Q2 2025.
Impact:
Impact:
To be confirmed. Metrics in placed to measure impact.
To be confirmed. Metrics in placed to measure impact.
The current experience
The current experience
The Profile page in the current experience is dated and needs a refresh.
The page is using legacy code.
Navigating the page involves multiple jumps. This makes it hard to stay on task or go one step back.
All the inputs are based on ´free text´.
The Profile page in the current experience is dated and needs a refresh.
The page is using legacy code.
Navigating the page involves multiple jumps. This makes it hard to stay on task or go one step back.
All the inputs are based on ´free text´.
The project
📝 Key considerations:
We needed to avoid duplicating functionality.
On the new concept, we allow supervisors to access the information breakdown and we redirect them to the specific area in the product if they need to perform any follow up action.
We needed to avoid duplicating functionality.
On the new concept, we allow supervisors to access the information breakdown and we redirect them to the specific area in the product if they need to perform any follow up action.
🚫 Key constraints:
The page was using legacy code and there were many technical constraints.
The content overlapped with multiple areas and teams.
Stakeholder syncs and compromises were essential for the project.
The page was using legacy code and there were many technical constraints.
The content overlapped with multiple areas and teams.
Stakeholder syncs and compromises were essential for the project.
🎯 Main use case:
We wanted to create a one stop experience to find all the relevant information about the agents.
We wanted to create a one stop experience to find all the relevant information about the agents.
⚙️ Experiences covered:
Viewing own vs other profiles.
Tailor the experience to different roles, permissions, licenses and jobs to be done.
Viewing own vs other profiles.
Tailor the experience to different roles, permissions, licenses and jobs to be done.
The project status
🖼️ Design files handover:
I created custom and page-level components for the different widgets and added detailed annotations for the different use cases and alternatives on the Figma files.
The dev team also has a presentation of Figma slides and a prototype to help them understand the interactions and use cases.
I created custom and page-level components for the different widgets and added detailed annotations for the different use cases and alternatives on the Figma files.
The dev team also has a presentation of Figma slides and a prototype to help them understand the interactions and use cases.
🚧 Status: In-development
The engineering team has started working on this. We expect the Profile Page redesign to be available in 2025 Q1.
The engineering team has started working on this. We expect the Profile Page redesign to be available in 2025 Q1.
📈 Impact measurement:
The engineering team will introduce metrics and track the usage and traffic of the different widgets within the profile page, so we could compare the data and estimate the increase rate.
We will gather qualitative feedback from customers once the page is live.
The engineering team will introduce metrics and track the usage and traffic of the different widgets within the profile page, so we could compare the data and estimate the increase rate.
We will gather qualitative feedback from customers once the page is live.
🤝 Teams alignment
The Profile page and the different widgets overlap with multiple projects and teams.The Profile page and the various widgets overlap across multiple projects and teams. Stakeholder alignment has been crucial in advancing this project. Ongoing discussions on maintenance, ownership, and adoption are taking place.
The Profile page and the different widgets overlap with multiple projects and teams.The Profile page and the various widgets overlap across multiple projects and teams. Stakeholder alignment has been crucial in advancing this project. Ongoing discussions on maintenance, ownership, and adoption are taking place.
Project Proposal
Before
After
