Telephony Integration | Gerald Brinneman UX/UI Designer

Telephony Integration for a Field Service Management Software Solution

As a senior UX designer at Sera Systems, a leading provider of field service management software, I took on a challenging telephony project critical to home service companies. The goal of the project was to address the lack of integration between the telephony system and the Sera platform, a common problem for HVAC and plumbing companies in tracking advertising spending and evaluating call handler performance. These companies, including Sera's customers, often struggle to track calls and rely on manual methods such as spreadsheets. The challenge was to find an effective way for Customer Service Representatives (CSRs) or managers to link active or inactive calls to the appropriate customer account or job, ultimately improving data organization and accessibility within the Account Profile or Jobs section of the platform.

Challenge

Project Duration: 3 Months

Role: User Research, UX/UI Design

UX Design Methodology: User Tasks, Wireframes, Contextual Inquiries, User Testing, and High-Fidelity Prototypes

Design Tools: Figma, Zeplin, Zoom

Date: May, 2022

Discovery and Exploration

At the beginning of the project, I received initial use cases and key insights from the product manager. To understand how our client's administrative staff interacted with their telephony system, I conducted contextual research and immersed myself in their work environment to gain valuable insights.

With this user perspective, I created tasks and user flows as guides to illustrate how users could interact with the telephony system within the software platform, identifying common patterns and pathways to design a user-friendly experience.

Once I had a solid understanding of these user paths, I began creating wireframes. These wireframes acted as initial blueprints, visualizing the telephony system interface and user interactions.