Next generation rewards dashboard for westjet customer care

  • Customer Care Support
  • Westjet Rewards
  • Call Center Agents
  • Lounge Portal
  • Discovery
  • Task Flows
  • Wireframes
  • IA
  • Visual Design
  • Oracle Siebel Open UI

Problem Statement

Customer care is the most important touch point of any brand. We want to empower our agents to make decisions fast and be proactive instead of reactive. Leverage Seibel Open UI framework to the best.

Improve agents' productivity by reducing their time to close customer tickets.

Design Challenge

Reduce work flow by 68%


  • One click information
  • Reduce Discoverability & Ambiguity
  • Contextual and progressive information.

How we date

Listen & Understand

Listen

Listen & Understand

Ask More Questions

Ask More Questions

Whiteboard

Whiteboard

Existing experience

Day to day work flow

We understood during our research while talking to stakeholders that agents key goal is to close as many tickets as possible. They use multiple devices like desktop, telephone with headsets and at times physical notes like post-it. Hence our goal was to reduce the cognitive load of the agent by providing only the most important information at any given time.


Agents are not very organised and not good at multi tasking.

Love making begins

Westjet Lounge Portal

Westjet offers airport lounge service to all their premium customers as other airlines. Hence they wanted a next generation lounge portal experience for the agents to cater to all the Westjet customers.

Problem Statement

Unlike the Rewards Agent Dashboard, in Lounge Portal scenario agents handle multiple airlines. Agents need to be able to quickly shift from one airline portal to another depending upon need, this demands them to minimize the screen resolutions of browsers to view more.

How to help lounge agents be more productive and help them in decision making.

Design Challenge

  • All the key actions should be available at any given resolution.
  • Reduce waiting time of customers by enhancing discoverability .
  • Ability to view overall lounge status of that airport.

Love making begins