UJET Team Management
In the past, the Agent & Team management page of UJET's Admin Portal was structured around a teams-first model. We learned that our customers invite and add people to the system first before creating teams and adding people to the teams. Some customers go back, add more people as they hire additional employees, and add them to teams in a more ad hoc matter.
With this in mind, I set out to flip the agent and team management model on its head to reflect our customers' mental model for setting up their teams.
Skills
UX flow, UX design
Impact
The new team management structure has stood up to the test of time as we've onboarded larger customers. It is more flexible than the previous structure and allows admins to do all of their team management tasks. They can nimbly add, remove, and filter team members. It is easy to see how many admins, managers, and agents are in the call center, which roles and permissions each person has, and who manages each team.
Designs
Admins can quickly see the set of agents, managers, and admins. Critical information around the person's role, location, and channel permissions are accessible. A call to action appears in the logical place where an admin would want to add, remove, or edit any entity.
In the team view, the admin can see who manages the team and who reports to the manager(s). The admin can also easily add managers and members to the team.
What's Next
I designed advanced features to allow for more direct manipulation of the entities in the team structure, such as dragging and dropping of agents directly into teams. As the company expands into different industries, the team will continue to gain insight into how companies of different sizes think of their team management structure.
Next Project:
