HSE call center
Internal Order Management System for Agents
"WILIS" stands for the German phrase 'Wir lieben Shopping' (We love shopping). TV shopping customers call the order line to make purchases or the service line for changes, with agents managing all requests through WILIS. I redesigned the call center's order system to enhance efficiency.
HSE call center
Internal Order Management System for Agents
"WILIS" stands for the German phrase 'Wir lieben Shopping' (We love shopping). TV shopping customers call the order line to make purchases or the service line for changes, with agents managing all requests through WILIS. I redesigned the call center's order system to enhance efficiency.
HSE call center
Internal Order Management System for Agents
"WILIS" stands for the German phrase 'Wir lieben Shopping' (We love shopping). TV shopping customers call the order line to make purchases or the service line for changes, with agents managing all requests through WILIS. I redesigned the call center's order system to enhance efficiency.
Key metrics
Average call handling time
Orders containing cross-sell items
Key metrics
Average call handling time
Orders containing cross-sell items
Key metrics
Average call handling time
Orders containing cross-sell items
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Year
2021
Services
User research
Design system
Wireframe
Interaction design
User interface
Design system
Prototype
User test
Streamlined ordering process
The primary KPIs for agents are order time and cross-sell. WILIS is designed to help agents quickly find products, recommend suitable items, and efficiently enter customer information.
Streamlined ordering process
The primary KPIs for agents are order time and cross-sell. WILIS is designed to help agents quickly find products, recommend suitable items, and efficiently enter customer information.
Streamlined ordering process
The primary KPIs for agents are order time and cross-sell. WILIS is designed to help agents quickly find products, recommend suitable items, and efficiently enter customer information.
User observation
I visited the Salzburg call center to observe how agents manage customer calls. Serving customers from Austria and Germany, the center primarily handles new orders, with fewer calls for order modifications.
User observation
I visited the Salzburg call center to observe how agents manage customer calls. Serving customers from Austria and Germany, the center primarily handles new orders, with fewer calls for order modifications.
User observation
I visited the Salzburg call center to observe how agents manage customer calls. Serving customers from Austria and Germany, the center primarily handles new orders, with fewer calls for order modifications.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Layout
The layout is designed around the ordering process: customers first inform the agent of the products they wish to purchase. Once the items are added, the agent collects customer information to complete the order.
Layout
The layout is designed around the ordering process: customers first inform the agent of the products they wish to purchase. Once the items are added, the agent collects customer information to complete the order.
Header section
The header enables agents to search for products and access tools such as notifications and notices. It also allows agents to switch countries and log out.
Header section
The header enables agents to search for products and access tools such as notifications and notices. It also allows agents to switch countries and log out.
Product section
In the product section, agents add items to the cart, identify the customer’s channel of origin, and redeem vouchers. Below this section, live TV products are displayed, providing a quick shortcut for agents to add them to the cart.
Product section
In the product section, agents add items to the cart, identify the customer’s channel of origin, and redeem vouchers. Below this section, live TV products are displayed, providing a quick shortcut for agents to add them to the cart.
Customer section
Agents log in on behalf of customers using their customer numbers. Once the invoice address, delivery address, and payment method are selected, agents can finalize the order.
Customer section
Agents log in on behalf of customers using their customer numbers. Once the invoice address, delivery address, and payment method are selected, agents can finalize the order.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Layout
The layout is designed based on the ordering process, customers first inform the agent of the products they wish to purchase. After adding the items, the agent will require customer information to complete the order.
Layout
The layout is designed based on the ordering process, customers first inform the agent of the products they wish to purchase. After adding the items, the agent will require customer information to complete the order.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Header section
The header allows agents to search products and access tools like notifications and notices. Additionally, agents can switch countries and logout.
Header section
The header allows agents to search products and access tools like notifications and notices. Additionally, agents can switch countries and logout.
Product section
In the product section, agents add products to the cart and need to identify the customer's channel of origin. They can redeem vouchers for customers. Beneath this section are live products from TV, serving as a shortcut for agents to swiftly add items to the cart.
Product section
In the product section, agents add products to the cart and need to identify the customer's channel of origin. They can redeem vouchers for customers. Beneath this section are live products from TV, serving as a shortcut for agents to swiftly add items to the cart.
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Search
Tool
Logout
Header
Cart positions
Order channels
Vouchers
Price detail
Products live on TV
Product
Personal data
Address
Payment
Customer
Customer section
Agents log in on behalf of customers using their customer numbers. With the invoice address, delivery address, and payment method selected, agents can complete orders for customers.
Customer section
Agents log in on behalf of customers using their customer numbers. With the invoice address, delivery address, and payment method selected, agents can complete orders for customers.
Order editing
In WILIS, agents can quickly access order history and make edits for customers before the products are dispatched.
Order editing
In WILIS, agents can quickly access order history and make edits for customers before the products are dispatched.
Order editing
In WILIS, agents can quickly access order history and make edits for customers before the products are dispatched.
