OneView: Multi-cross Platform Application
The project involves the development and implementation of Oneview, a tool utilized by Rogers Reps at the Canadian leading communications and media company, Rogers. The Oneview tool is used by reps to assist customers with transactions such as buying a phone or an internet plan.
Rogers Reps serve customers on a daily basis through phone, chat, and in retail stores, and Oneview enables them to efficiently and effectively manage these transactions.
The project aims to improve the customer experience by streamlining the transaction process and empowering reps with the necessary tools to deliver service.
Challenges
High Rep attrition rate
One of the biggest challenges for the project is the high attrition rate of Reps. High turnover can be costly for the company as it leads to the loss of skilled and trained employees, increased recruitment costs, and lower customer satisfaction. To mitigate this challenge, the company needs to identify the root causes of Rep attrition and implement strategies to address them, such as offering competitive compensation and benefits, providing ongoing training and development opportunities, and creating a positive and supportive work culture.
Long transaction time
Long transaction time can lead to frustrated customers and lost sales. The company needs to identify bottlenecks in the transaction process, such as manual data entry, complex procedures, or slow technology, and implement solutions to reduce transaction time. This can include optimizing the checkout process, streamlining the order fulfillment process, or leveraging automation to reduce manual steps.
Costly, time-consuming training for new Reps
Training new Reps is a time-consuming and costly process that can affect the overall productivity of the sales team. The company needs to identify ways to streamline the training process, such as using online training modules, leveraging on-the-job training, and providing access to training resources and tools. Additionally, the company can invest in retention programs to encourage newly trained Reps to stay with the company.
Siloed processes lead to disconnected experiences
Siloed processes can lead to disconnected experiences for both customers and Reps. When different departments or systems don't communicate effectively, it can lead to errors, inefficiencies, and missed opportunities. The company needs to identify areas where integration is needed, such as customer data, inventory management, or order tracking, and implement solutions to connect these processes. This can include implementing an integrated CRM system, leveraging APIs, or consolidating data sources.
Solutions
As I had a lot of hands-on experience with banking and financial products before that, I was mainly responsible for tasks in the financial area. I was focused on the transaction tasks of changing customer phone numbers, transferring customer financial responsibility, calculating taxes and fees and credit plans changes.
I was responsible for defining the interaction flows for the application, which involved mapping out the different screens and user actions required to achieve the desired outcomes.
Design Authority
It brings teams together to collaborate better so everyone can contribute to an idea and experience smoother processes.
Transform customer experience through Oneview
We focus on the tablet experience that enables Reps to move freely around a store when helping customers.
Design Research and cross-functional collaboration
Our research process allowed us to learn about an experience before working on it and to test initial concepts, which were updated prior to dev building the experience.
