Visual IVR

Visual IVR is an interactive 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 flow from the browser. With this application, you can organize and program a whole call center flow in a matter of seconds.

My Work

I designed the whole experience and the visuals, Prototype and wireframe concepts. Worked along with the program manager and the front end team to implement design and testing.

+ UX Designer

+ Visual Designer

Wireframes

When I started working on IVR, the first step for me was to define all the components that could be connected, and all their properties.

It is like navigating in Space

I have to define each component and create every possible scenario or combination to have an idea and see all the possibilities of a visual flow.

Wireframes and Experimentation

I went on a discovery process and designed multiple ideas from side menus to grid styles or no grids to get the right concepts.

“Grids tend to have a formality”

Style Guide

I designed the style guide that identifies components colors, fonts and iconography.

Final Product

I have learned a lot about visual programming and it was a very challenging platform. We had a basic beta in less than 2 months with over 100 customers running a beta testing. So far, it has been great and I am still getting feedback and new suggestions from users.

One interesting idea, in particular, was the idea of being 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.