Next Generation Call Handling
Redesign the telephone system to empower administrators to easily configure call routing flow of employees on both mobile and web
Type
Case study
Timeline
2023 Q1
Application
Mobile and Web application
Background
Phone system is the foundation of the RingCentral Business, and the company call handling configuration is the key flow for RingCentral phone system admin users. Call handling is a top call driver and top NPS (Net Promoter Score) detractor based on historic NPS data. I designed the new flow for employees’ call handling to resolve discovered customer pain points.
My role
As an end-to-end product designer, I teamed up with 3 other designers to deliver the design solution for both end users and admin. I took responsibilities for admin side of the design including mobile and web version.
What’s “Call Handling”?
RingCentral phone system product is a Cloud PBX(Private Branch Exchange). When external customers call the main company phone number, the cloud PBX will handle and forward the call. The destination can be a group of people, an extension, or an IVR menu.
Persona
By leveraging the existing persona created by the research team, we can focus more on the user jobs.
Rachel Peters
Owner of a Small Clinic
DESCRIPTION
As an owner of a small clinic with only 10 employees, I need to handle a lot of things myself. I don’t to go RingCentral admin portal often, therefore I really need the experience to be simple and easy.
JOBS TO BE DONE
Set up call handling for every employee in the company
Edit company greeting
Add forwarding extensions
Problem 2
ThousandEyes
Problem 1
ThousandEyes
Problem 3
ThousandEyes
Settings in the same flow are scattered across different accordions in the UI
The current call forwarding settings are placed within the settings details of the user list. However, settings that belong to the same workflow are scattered into different accordions within the user settings details, and there is no intuitive graphical representation to convey the logical relationship between these different settings.
Approach
Actively drive product manager collaboration to understand how the telephone system works. Initiate in-depth communication with clients, users, and product development staff to identify key business roles and core demands.
Understand how phone system works
Identify key business roles and core demands
The solution
Previously, users might have felt limited by the inability to tailor their call handling rules. However, we’ve turned a new leaf in this regard. Users now have the flexibility to create custom call rules directly from their desktop and mobile apps.
Not only can users now customize the call rules but we’ve expanded the options to include new features like personalized greetings, custom ring settings, and so much more. Fancy setting up a special greeting message for the callers? Or prefer to determine the number of rings before a call goes to voicemail? Well, with next-generation call handling, the choice is yours!
Admin part I: The New Call Handling Setting within New User Management
I revamped the whole user management user interface to embed the new call handling settings. The new style is modern, elegant and consistent. Admin will be able to manage the call handling settings of all users through mobile devices.
Admin part II: Add Call Rule on Behalf of Users
In the new add call rule flow, admin will have the freedom to customize every aspect of a new call rule.
Admin part III: Consistent experience between mobile and desktop
After the revamp, the experience across mobile and web will be unified.
Results
I planned user tasks and conducted the tests via usertesting.com. 7/8 participants like and understand the new design while only 4/8 participants like and understand the old design.
Before
4/8
users satisfied
Now
7/8
users satisfied
Problem solved
Set up the entire call forwarding process within a single interface.
Start with call forwarding during working hours only and gradually increase complexity.
Ensure a highly consistent user experience between the mobile and web platforms, eliminating the frustration of steep learning curves.
A blog about this product enhancement
Introducing more intuitive and empowering user call handling
https://www.ringcentral.com/us/en/blog/introducing-more-intuitive-and-empowering-user-call-handling/
2023
Xiamen, Fujian