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about
competitive research
User Interviews
users
We landed on four main users for PDI's phone bank (image below). I needed to consider the often older users of this tool by making sure I designed for clarity, simplicity of use, and larger text accessibility options.
Someone's first time phone banking could often be a stressful, anxiety inducing experience. People might feel nervous for their first few calls and those on the other end of the line are not guaranteed to be kind, therefore we wanted to create a sense of supportiveness and ease in the UI. This included enabling callers to be as prepared as they'd like before initiating calling, knowing what to expect, and providing them with all the tools to make the calling experiences as stress-free as possible.
team
I worked with a team of three product mangers, two internal stakeholders, and two developers. I was the main designer on this project. I collaborated with and receive feedback from other PDI designers.
design
main phone bank page
phone bank flow
CALLING TYPES
scripts
set up wizard
In addition to scripts, I designed a wizard flow for campaign admin to create and configure phone banks. This is a six step process:
General details - Naming the phone bank, selecting calling method, hours of operation, etc.
Universe - Selecting or creating a universe (a list of people to call) and further narrow the targeting of that universe.
Script - Selecting or creating a script for the caller to follow during their call.
Event - Optionally, the user can select an event. This feature is useful for phone banks with event RSVPs and volunteer recruiting initiatives.
Display - Making selections about what information will display to the users and what can be edited by the users.
Confirm - Confirming a summary of all previous steps, then creating a phone bank link that users will share with callers.
In the previous phone bank set up, users were required to exit the setup flow to create scripts and universes (targeting lists of people to call) which resulted in a clunky experience. I added a means for admin to create new universes, scripts, and events via modal without leaving this flow.