The problem

How might we help call agents track and forecast their incentive pay?

Call agents currently use a complex PowerBI report to track their incentive pay. The reporting in PowerBI is optimized for analysts, making it challenging to customize the interface and show simple data points.

Hypothesis: Agents that understand their full earning potential and can easily forecast pay will be motivated to perform better.​

Specific goals

• Comprehensive of all the data points and needs to officially sunset the PowerBI tool
• Intuitive for agents to interact and interpret the data with little-to-no training
• Motivate agents to improve sales performance by forecasting potential earnings

Key metrics

• Tool usage (time and click-events)
• Retired PowerBI traffic for pilot group
• Sales performance

My role

I was the sole UX designer on a team comprised of a lead engineer, a product owner, architect, and pay/performance team. I was responsible for leading research on the current pay tools to determine the overall design direction of the project.

Arriving at the proposed solution

The initial 11 discovery interviews showed us that most experts don’t struggle to interpret pay but desire ​data accuracy​. We decided the design for a pay tool needed to match their pay period and provide more data transparency.

11 user interviews
9 agents across 2 sites
2 managers across 2 sites

Results

We conducted usability testing with the new design, which showed an increase in discoverability for forecasting pay. Users were excited to have an integrated tool which gave them access without having to leave their main workspace.