Define the way for how OJO’s Customer Engagement Representatives (CERs) would work in the future and how we can improve their lives while also being able to scale the business without over hiring.
My Role
I was the only product designer on this project. At the start of the project I conducted research in collaboration with my product manager to create a shared understanding about our users. Along the way, I created flows, wireframes, and prototypes to support design reviews with the product and engineering team.
Context
OJO’s mission is to level the playing field for all home buyers and sellers by creating opportunities and removing barriers by building a guided marketplace for the home journey.
A CERs job is to make the best first impression from OJO and routing all consumers to their right starting place based on where they are in their home journey.
Business Problems
- A/B testing various referral flows is difficult
- New hire classes need a long time to become comfortable with the process and require close supervision over many weeks and sometimes months before they get to the desired call volume
- Call quality is not consistent across the floor
- Inaccurate data due to human error
We defined that we wanted to research, plan and design tools to help supercharge CERs with a focus on increasing average dials per CER per day, decreasing errors, complaints and support tickets.
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