Usability study • Workflow observations • Interviews • Focus groups • Ethnographic analysis
Usability Research for AI Feasibility in Call Centres
Visited the TD headquarters in Canada to conduct ethnographic usability testing with target users (call center agents); observations of workflow, interviews, and focus groups
Synthesized data into a document to present to applicable TD Bank and Nuance stakeholders
“During our observations and discussions, we listened to agents, supervisors, and business owners voice their typical workday tasks and any painpoints lying therein”
To gather different pieces of data, in effort to reach a resolution and answer a customer's question, an agent must utilize a series of:
“The variety of knowledge bases leads to problems for all stakeholders”
Prior to interviewing the call centre professionals, a list of questions was developed. These were framed so as to gather appropriate data to answer our own questions in learning of their ethnography, workflow, and painpoints.
A sample of questions, this list is not exhaustive
All of the above information was compiled into a presentation given to Nuance and TD Bank stakeholders to give insight and direction into moving forward with the next steps of the product design phase.