KEROS Call Center Application
KEROS (Key Education Resources Origination System) is a Web-based front-end to Key Education Resources’ loan origination database. It is used by KER’s call center representatives to:
- Take loan applications over the phone, sometimes for multiple products at a time
- Reset and lock customer passwords
- Check loan and credit status
- Track customer contact history
- Create and manage users for KER’s school extranet
- Run reports
As the lead user experience designer during the development of KEROS, I performed all interface and graphic design. I worked with the product owner and users to identify requirements and design the software and assisted the developers in implementing the final design.
Users
The users of KEROS are all KER employees, largely call center representatives and school account managers. They use only Internet Explorer 6 (KER’s corporate standard browser), but have a range of screen sizes and resolutions. They use KEROS continually on a daily basis, and all users receive some initial training. Users are generally familiar with KER’s product line and industry terminology.
Responsibilities
- Worked with product owner, target users, and business stakeholders to identify requirements.
- Performed contextual inquiry, observing reps over a period of several days to guide the design process.
- Worked with team of J2EE developers under tight deadlines in an Agile development environment.
- Produced Photoshop mockups and XHTML/CSS prototypes
- Planned and moderated usability tests with target users
- Presented demonstrations of work in progress to business stakeholders
- Assisted developers in implementing final interface
- Developed JavaScript, including extensive DOM manipulation/DHTML
Tools
- XHTML
- CSS
- JavaScript (including DOM scripting/DHTML)
- Prototype and Scriptaculous libraries
- Photoshop
- Firebug
- Firefox Web Developer Toolbar
- Internet Explorer DOM Explorer
Questions?
