To create a B2B e-commerce interface for the client serving customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. They have an experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping raise the strategic value of their contact center businesses, optimizing operations and improving their customer service.

The New York Times, NBC Nightly News, and several other major media outlets tapped the client to provide insights on how consumers can work better with contact centers.

The ability to purchase products for someone else in product bundles and get discounts on the products. So, should offer recommendations on products based on the visitor’s searches, previously purchased products, or the pages she is going to.

Different types of promotional options for sale and our own promotion – leaderboard, welcome ads etc.

A cohesive message across brand and conferences, consequently tying the separate pages in an intuitive navigation system.

An E-commerce experience with better transactional options, interactivity, high-res photos and videos and dynamic serving of content.

A user-friendly targeted search with results best given the specific needs in the moment.

A seamless integration of social profiles by incorporating a single sign-on

Most of all organization support, such as looking at classes for my team, events and local chapter information.

Answer questions on training, certification, events, blogging, webinars, networking, CSI, practice and salary reports, library of resources, white papers, local chapters, forums, support world, instructor and student resources, awards and recognition.

Purchase decisions – such as clear and concise variety of messaging (text, images, video, slide presentations, quizzes), highlighting the benefits and value of products.

In addition, better feedback by including more interactivity – A “bot-like” approach – “what are you looking for?”

Furthermore, visible topic chunking for easy recognition and grasp of resources. Example: Coaching resources breaks down by category: articles on coaching; training; webinars etc.

Card Sorting & Sketching

Sitemap

Wireframes and Annotations

User Dashboard Access

This paints a picture of a robust user dashboard and integration of e-commerce without the complete commercial aspect making this platform more user-centered by allowing team members access to :

• viewing history of purchases (products, memberships, resources)
• team progress in a course material
• recommended courses or training materials
• account settings for changing passwords, viewing connected accounts etc.

For example, the training module comes to life as the user signs in using a universal social sign on. By a robust filtering, they will get access to more resources by:

• selecting a career path from choosing their experience level such as manager, supervisor, agent, director or all
• option to elect the type of resource such as public, personal, online, on-site
• have further access to topic of interest
• view upcoming training events in the area

and Next Steps

The key learning for this project was that the more you research the more you can find, which may lead to many iterations. Research done for this project helped in shaping some key decisions, which made this website successful in initial wireframe testing. To allow for such research, budgets must be allocated for both resources and time.

The next steps, as you can see in the picture, are integration with UI elements. Brand colors such as blue, with layout structures from wireframes have started coming together beautifully.