Contact Center 2.0
Improving operational efficiencies for call center agents.
Problem
Our current call center portal does not allow contact center operations to be operated in the most efficient manner. As Marqeta’s contact center scales, it’s crucial for our agents to have a dedicated support portal designed specifically for their needs. This will help them work more efficiently and provide better support to cardholders.
My role
As the lead designer, I led all phases of the design process. I worked with cross-functional stakeholders to define design principles, data hierarchy, refine user flows, iterate on mockups, and build an MVP. In addition, I conducted research with agents to validate design direction.
Solution
A dedicated cardholder support portal designed to meet the specific needs of contact center agents. The goal is to streamline workflows by aligning with agent use cases, enhancing speed and confidence.
Outcome
- Increased agent satisfaction
- Improved agent’s operational efficiency
- Reduction in average handle time for support cases
