PGi is a UCaaS (Unified Collaboration as a Service) provider offering meeting, phone and device, and virtual event software to organizations and individuals.
The mission at PGi is that with the UCaaS solution, businesses simplify their operations, gain flexibility to scale, improve user support and reduce the cost of both communications and collaboration.
The challenge of this project: A customer admin who lacks confidence about assigning a phone number or device to a user needs to be sure that they correctly complete the task but faces uncertainty of where to start in the system.
UX Designer & Research Lead
UX Designer, Director of Design, Product Owner, Development Team, QA Team
Primary Tools & Resources:
Object-Oriented UX (OOUX), UserTesting, Sketch, Figma Prototyping, Design System
WIthin the PGi's UCaaS solution, there are many types of administrators with different needs. The one we focused on for this project was the IT Director, Ben Keyser.
After exploring the existing solution, we weren’t confident in how administrators would expect to assign users, phone numbers, and devices to one another.
We set up a usability test using our standard “Portal Administrator” screeners to ensure our testers matched our needs.
In order to see how administrator’s would make assignments, our prototype was fairly open-ended with multiple ways that a user could assign users, phone numbers, and devices.
Our goals for this usability test were to:
We found that ALL testers (5/5) went through each user for their assignments. This was the least efficient way of reassigning numbers or devices because it required the tester to unassign a used number or device from one user in order to reassign it to another user.
Therefore, we decided that instead of requiring admins to unassign a phone number prior to assigning it, they could assign a phone number that’s already been assigned to someone — which would automatically unassign it from the original person
Now that we had our updated prototypes to allow for testers to assign phone numbers that were already assigned, we set our expectations for the next usability test.
Our hypotheses for this usability test were:
The comments we received from phone administrators in our test were INCREDIBLE! They validated our initial research findings and were blown away by how intuitive our solution was!
Because we were using UserTesting.com, we were able to compile the positive feedback into a short highlight reel that we then shared and celebrated with the rest of the team over!
Extremely easy to use, fast, quick. So easy to assign and unassign numbers and extensions — even to switch users that have already been assigned... I've worked with a lot of systems and I like this MUCH better!
- Ring Central User
This project was a roaring success and gave us a lot of momentum to tackle the rest of the Phone Settings in the Admin Portal.