Objective
Next Best Actions (NBAs) are timely and responsive conversation starters to develop meaningful customer experiences by listening and understanding our customer’s needs. They are created by utilizing customer transactional and behavioural analysis. After dealing with the customers’ initial enquiry, NBA is the next best reason to engage with the customer.
User Requirements
Design Scope
Provide an panel to reveal NBAs within customer session and provide call-to-action on the recommended approaches, also include navigational entries to legacy system for capture of lead and contact.
Pattern Consideration
A collapsible floating window has been made to meet the user's needs for both easy access and providing initial information.
Pattern Iteration
A new rating pattern has been introduced to better differentiate between the feedback section and the rest part of the form.
Feedback pattern previously: dropdown
Feedback pattern after iteration: scale
Prototype