Safety First: Revamping the Elevator Emergency Call Interface
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ROLES & RESPONSIBILITIES:
User research, Target users, Design Decisions, Visual Design, Typography, Color Schemes, User Engagement, Performance Tracking, Interactive Screens.​
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TOOLS USED:
Figma & Miro
The Challenge
The team at Site Service Software Inc. had firsthand experience with the challenges of managing emergency calls efficiently. While the call center played a vital role, its outdated interface made performance tracking and call handling tedious for agents. Despite advancements in communication technology, users struggled with cluttered dashboards and inefficient workflows. Surely, there had to be a better way to empower agents, right? This led me to rethink and redesign the core call center experience.
"How might we redesign the call center dashboard to give agents clear visibility of call histories, streamline workflows, and enhance operational efficiency?"
From Thought to Execution: My Design Process
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Website
Analysis
Branding
Layout
Design
User-Friendly
Navigation
Website Analysis
After analyzing the existing call center dashboard, here were the key findings:
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Cluttered layout
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Poor call history visibility
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Inefficient workflow management
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Lack of intuitive structure
Branding
I optimized the call center dashboard by simplifying the layout, using concise labels, clean sections, and a clear visual design with Open Sans and a minimal color palette to enhance readability and speed of use.
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Layout Design
I designed distinct, intuitive buttons to enhance user interaction and streamline navigation within the call center dashboard.
User-Friendly Navigation
I created an intuitive navigation system with clearly labeled sections, reducing unnecessary clicks and making it quicker and easier for agents to manage calls, access data, and track performance.
Included Light Mode & Glassmorphism Mode:
I added light and glass modes to improve visibility and reduce eye strain based on user environments.
Call & Dispatch Center Features​
This centralizes call management with real-time details, a scheduling calendar, and efficient tracking of ongoing, past, and upcoming calls.
Clear Visibility of call histories
This feature enables agents to track incoming and outgoing calls, providing clear visibility of call details to streamline workflows and enhance usability.
Next Steps
While browser compatibility wasn't fully addressed during my internship, testing across major browsers like Chrome, Firefox, Safari, and Edge would have been essential to ensure consistent user experiences. By implementing responsive design principles and modern web technologies, I would have optimized performance and ensured seamless interaction for all users.
My Reflection
During my internship, I gained hands-on experience in designing user-friendly interfaces and prioritizing user-centered design. I learned to balance functionality with aesthetics to improve the user experience while keeping designs visually appealing. I also realized the importance of clear communication and collaboration with cross-functional teams, especially when refining designs based on user feedback. Additionally, I honed my skills in tools like Figma, creating interactive screens that enhance efficiency and engagement in real-world applications.