AgileXD Work Samples

Who?

Agentology wanted to significantly enhance it's Internal Service Agent's ability to qualify or unqualify leads for it's customers by way of taking inbound lead calls at it's domestic call center. It also aimed to automate lead qualification via AI driven SMS and email conversations.

Agentology's customers also requested the ability to manage inbound call settings and better understand the value of this inbound call service through some kind of report.

Native app concepts for the realty agent were also requested.

3 users were identfied and a persona was created for each user in order to better understand their potential needs and wants.

3 users

Real Estate Agent
Internal Service Administrator
Internal Service Agent

What?

6 epics were created for the Inbound Call Project and 1 epic was created for the Lead Insights Project for a total of 7.

The epics required further break down into mulitple user stories that would tie back to each user or group of users. The needs and wants of those users were carefully considered while creating acceptance criteria for each story.

7 epics

Login and Inbound Call Availability
Accepting Calls & Ending Calls
Live Transferring Calls
Lead Data Acquisition
Lead Qualification
VIP Inbound Call Management
Lead Insights Reporting

How?

5 methods were employed to establish a rhythm for the project and ensure Agentology's desired epics would be completed.

By observing the day to day functions of an Internal Service Agent we learned about their pain points and what essential functionality would be necessary for them to answer inbound lead calls in addition to managing their existing workload. Through subject matter expert feedback as well as feedback directly from real estate agents themselves we were able to pinpoint what data customers would find most useful for a report that they could easily access on their Agent Portal. Product user stories and acceptance criteria had to be written to fully understand what would be necessary from a minimum viable product perspective. 4 design deliverables and 1 product deliverable were necessary as a blueprint for development to start. Inbound call interaction flows and an application map were used in the early stages of the project to convey a flow. Further down the line wireframes and interactive prototypes were created to convey a visual user experience.

A responsive web application for managing inbound calls and another for lead reporting would need to be designed and developed with a mobile first mindset to proactively be ready for later phases of the project where inbound calls would be accepted by any user trained and certified by Agentology nationwide.