Call Center Experience

Stubhub

Recommendation

Mustafa has a unique talent that goes beyond just UX Design. He was able see through the problems and redesign not only the UX of the tools we use but also had us re-think HOW we use them, in doing so re-focused us on what we were trying to do. This new approach and his eye for detailed UX transformed how we thought about our tools and quite simply revolutionized our tools. I cannot recommend him any more highly for big jobs that need amazing results!

Travis Marcus Dawson
Head of Internal Products at Stubhub

About

The goal of this project was to create vision the call center agent experience.

The Problem: A customer called with a ticket order issue, an agent would jump from page to page and mentally stitch a picture of the customer and the order. It was fragmented system of records.

The Vision: One integrated experience. Quickly paint a picture of the customer with one living page. If an agent needs more details, we push the information into the view. In the end, all the metrics improved with the redesign and value was quickly realized.