Agent Phone and Email
At Expedia Group I worked on their Conversation Platform Team. Our design team's focus was on the development of customer service communication tools. We delivered traveler and agent experiences for the company's many brands. The experiences we designed cross desktop and mobile, web, and native applications.
Role:
Lead UX Designer
Phone UX and Email integration
Phone states and interactions
Company:
Expedia Group
Team:
Multidisciplinary team of Researchers, Product Managers, Engineers, Content Strategists, and Designers
Tools:
Figma, Adobe Creative Suite
The Problem
Travel customer needs can have different levels of immediacy. If a trip is days or weeks away chat may be a great option for discussing travel. Yet if you've finished a long plane ride and find you have no where to stay you may want to talk to a person.
This led to the addition of phone and email for our agents. Now they can leverage the virtual agent skill no matter the channel. These new channels would need to be able to stand on their own and work in concert with the other channels.
Phone wireframes exploring the initial concepts
Dialing controls for outbound calls
Multi-Channel Integration
As a Lead UX designer, I collaborated with a multidisciplinary team of Researchers, Product Managers, Engineers, Content Strategists and Designers to launch the voice and email channel.
These new channels leverage the automation created for the chat channel to empower both travelers and agents to easily get things done. Initial phone explorations needed to allow a chat agent to call a hotel. Email UX would need to live inline with chat.
Phone UX in action
Detailed phone interface states
Phone plus email working together in the unified interface
