Visual IVR | Web app

Project Overview

Visual IVR is an interactive voice response web application for contact centers. The application allows business to design multiple call routes and DTMF tones using just a visual drag and drop UI from the browser. With this application, the users can organize and program a whole call center flow in a matter of seconds. 

My Role

I worked along with the program manager and the dev team to wireframe, design the UX and UI.

• Wireframe
• UX/UI Design
• Visual Design

Wireframes

When I start working with the project manager and the front end team to make the decision about the project the hardest part was defining components. 

I have to define each component and create any possible scenario or combinations to understand the outcome and the possibilities of a visual flow.

" basic visual programming "

Components icons and shapes

I have to understand deeply each component in order to design the perfect iconography that resembles the functionality maintaining the communication default iconography

Wireframes and experimentation

I went on a discovery process and design multiple ideas from side menus to grid styles or no grids at all to get the right design
 

Style guide

I designed a quick style guide to identify components colors, fonts and iconography

Final Product

component Properties

Editing a component properties inside of a IVR flow already in place. 

Open Hours component

Every component has a different configuration settings and properties. 

Projects view

Start a new IVR, Duplicate or open a project

Retrospective

I've learned a lot about visual programming and challenges on the platform.  We had a basic beta in less than 2 months and 2 big companies beta testing. It was a great successful and I got a lot more ideas from user to develop new components and updates. 

One interesting idea, in particular, was to be able to save a flow under the doc and rename it as your own component then re-use it. 

Right now we are working on the new version of IVR that includes more than 25 components and more complex properties.

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