Overview

Qurate Retail Group, formerly known as Liberty Interactive, is a global media conglomerate controlling QVC, Inc., Zulily, HSN, and the Cornerstone Brands including: Ballard Designs, Frontgate, Garnet Hill, Grandin Road, and Improvements. Qurate Retail Group is in need of a contact center system (COAST) redesign to allow for not only global use but use across the various brands. QVC's current system is challenged by an overly complex information architecture, a confusing and structurally inconsistent experience, and behind-the-times branding.

Define

Hypothesis: Creating a powerful contact center software will enable customer service representatives (CSR) to be more effective in reducing call times and customer frustration (measurable through VOC).

Markets: US, UK, DE
Platforms: Software
Key Results: Reduce departure, Convert into buying sessions, Improve the delivery experience
Team: UX Designer (me), UX Researcher, Product Manager, Product Owners (3), Scrum Masters (3), Back-End Developers, Front-End Developers

Develop

Before getting started, we identified that our most important challenge would be to build alignment and communication from six global markets and various stakeholders throughout the business. We needed to establish regular check-ins and reviews with stakeholders to establish credibility and rapport.

Our process entails daily collaboration with both product owners and stakeholders to develop interactions, user interfaces, and prototypes. I am a key player throughout the design process and a large proponent of the philosophy: Research. Design. Iterate. And much of my focus is on rapid prototyping which enables us to easily communicate to development and stakeholders.

Key Features:

• The current system is a stepped flow but to align with digital and reduce call time, we now display all the information on one screen allowing representative to have a holistic view of the order and item options

• Simplified color/size matrix based on representative feedback

• Product image changes color upon hover of matrix options

• Allows representative to see the inventory status before making a selection

Delivery

The MVP shipped in Fall 2020.

Preview the Prototype:
US Prototype