Teleperformance Mobile App
Project Overview
The core of Teleperformance's business is centered around technical support, and customer support for large clients like Apple, USAA, and Expedia. When I was brought on, the team was at the very initial stages of developing a mobile application to support agent activities such as calling off, viewing schedules, and accessing payslips. The ability for agents to do this remotely would save the company over 40,000 employee hours over the course of a year. I worked directly with the director of design, lead project manager and tech lead to architect the product.
UX & UI Design, Information Architecture
Moderated User Interviews
Figma
HR Saas
Stakeholder Interviews
I conducted interviews on six key areas: business needs, user needs, tasks, strategy, and success metrics. This helped me quickly understand the project and set priorities to drive it forward.
Sitemap
Next, I created a formal sitemap to quantify pages, content and actions, and provide the team with a shared understanding of the app's information architecture.
User Flows & Taskflows
Building off of the design direction, I created a flow diagram of the entire experience and taskflows to quantify how a user would perform key actions in the app
UI Exploration
Next, I held an internal design review with stakeholders to evaluate the concepts and decide on a specific design direction.
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UI Design
Next, I worked directly with our UI designer to create the first iteration of the UI aligned to the workflows across multiple devices including both IOS and android devices.
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