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Call Center Dashboard

The Home Depot
Service Operations and Contact Center

Discovery

P3 Project Kick Off

P3 was named for the in store Print Pack; therefore, the Print Pack Project. Like the in store Print Pack, Service Operations and Contact Center (SOCC) Senior Director and Directors want a report that lets them know immediately if they are on track and if not which part of the business needs attention. The SOCC Real Time Analytics Team added three contractors to tackle this project: an ETL, a Tableau expert, and myself for UX.
The Senior Director wants a comprehensive control tower for his portfolio that can quickly answer 3 questions: 1) How are we doing? 2) Right now? 3) If there is an issue, where is it?

Phase one is to deliver a dashboard view to four Key Users:

  • Jay Teresi, Senior Director Customer Contact Center

  • Thad Unold, Director of HDMS Contact Center

  • Tom Virgili, Director of Home Services Contact Center

  • Sylvester Johnson, Director of HDE Operations

 

Week One

Attend reports meetings to learn existing users.

Week two

Create Discussion Guide for User Interviews, meet with key users, Thad, Tom and Sylvester for Discovery Interviews.
Shadow Tom’s call center representatives.
Create Empathy Maps.

Week Three

Review Print Pack Tutorial.
Review Director special request dashboards with authors.
Shadow Thad’s HDMS call center representatives.
* Noted shifting focus issue stemming from servant leadership. Directors want to first serve their direct reports which will unfortunately not deliver the final product we are aiming for in the first phase of P3.

Week Four

Shadow Sylvester’s associates in ordering and scheduling.

 

Define Scope and Roadmap

Week Four

Deep dive Director’s reports and surface high level needs.
Complete Product Canvas.
Begin sketches of metric visualizations.
Review progress with Jay.

Week Five

Review metrics with P3 team and Workforce Management.
Complete Product Roadmap.
Sprint planning.

 

Sprint 1: High level views

Nov26.jpg

Week Six

Create first draft wireframe mockups.
Review progress with Jay.
* During our review with Jay, we expanded the scope to include wires for all six levels of business: Senior Director, Directors, Senior Managers, Managers, Supervisors and Agents. The first dashboard release will only include the Senior Director and Director views. We expect learnings from building out all six levels may impact the higher level reports.

Week Seven

Review wires with Directors and their directs.
Research needs of Senior Managers and Managers.
Conduct Senior Manager dashboard workshop.
Continue wireframing.

 

Sprint 2: Midlevel views

Week Eight

December 10th-14th

Week Nine

December 17th-21st

 

Sprint 3: On the floor views

Week Ten

December 24th-28th

Week Eleven

December 31st-January 4th

 

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