Client: Zacoustic
Project Duration: 2022
Industry: Customer Experience (CX) Management, Big Data & Analytics
Role: UI/UX Designer
Zacoustic, a Software-as-a-Service (SaaS) provider specializing in CX management and big data analytics, developed Jibe—a patented tool designed to help businesses optimize customer interactions through predictive analytics. Jibe enables contact centers and customer service organizations to predict customer feedback and improve operational efficiency. However, the existing user experience posed usability challenges, including complex navigation, information overload, and a marketing-heavy approach that hindered user engagement and adoption.
The goal of this project was to redesign Jibe’s platform to enhance usability, accessibility, and engagement, ensuring that business users could quickly extract actionable insights without confusion.
Complex Navigation: The platform’s structure made it difficult for users to find relevant insights efficiently.
Overloaded Interface: Excessive text and heavy marketing jargon reduced user engagement.
Data Presentation Issues: Analytics dashboards lacked clear visual hierarchies, making interpretation difficult.
Low Onboarding Efficiency: Users faced a steep learning curve due to a lack of intuitive guidance and in-app assistance.
Slower decision-making for CX managers due to hard-to-access insights.
Lower engagement rates from frontline agents, limiting adoption.
Increased support costs due to frequent user training and inquiries.
To create a user-friendly redesign, we conducted a comprehensive UX research phase, combining qualitative and quantitative methods:
Evaluated usability based on Jakob Nielsen’s heuristics.
Benchmarked Jibe against competing CX analytics platforms (e.g., Medallia, Qualtrics).
Interviewed 15 CX managers and agents using Jibe.
Surveyed 50+ users on platform pain points and feature priorities.
Task Success Rate: 62% (Users struggled with complex workflows.)
Time on Task: Users took 40% longer than expected to complete key tasks.
User Satisfaction Score: 5.8/10 (due to unclear navigation and data overload.)
We followed a human-centered design approach using the Design Thinking framework:
Identified key frustrations and needs from customer service agents, team leaders, and executives.
Simplify navigation for easier access to data.
Enhance dashboard usability with better data visualization.
Improve onboarding and guidance to lower the learning curve.
Modular Dashboard: Customizable widgets for different user roles.
AI-Powered Insights Panel: Smart recommendations based on user activity.
Progressive Onboarding: Step-by-step guidance and tooltips.
Created wireframes and interactive prototypes using Figma & Adobe XD.
Conducted usability tests with real users, refining designs based on feedback.
✅ Redesigned the main dashboard with a clean, role-based structure.
✅ Implemented Quick Actions for frequently used features.
✅ Consolidated scattered settings into a single, intuitive panel.
✅ Introduced dynamic charts & graphs for better analytics representation.
✅ Added real-time performance tracking for First Contact Resolution (FCR) and Average Handle Time (AHT).
✅ Enabled customizable report filters for tailored data views.
✅ Developed an interactive onboarding assistant.
✅ Integrated tooltips & contextual help for feature explanations.
✅ Designed a learning hub with video tutorials & FAQs.
✅ Predictive Survey Response Model: Helped agents adjust in real-time.
✅ AI-powered recommendations on improving customer interactions.
✅ Integration with communication channels (phone, chat, email, SMS).
After implementing the new design, we conducted a second round of usability testing with 20 users, measuring key performance improvements:
📊 Task Success Rate: Increased from 62% to 91%.
⏳ Time on Task: Reduced by 35%, allowing faster decision-making.
⭐ User Satisfaction Score: Improved from 5.8 to 8.9/10.
📈 Adoption Rate: 40% increase in daily active users.
💰 Support Costs: Reduced by 25%, decreasing training efforts.
💬 “The new dashboard is much easier to navigate – I can find what I need instantly!” – CX Manager
💬 “The AI insights are game-changers. I can anticipate customer issues before they arise.” – Support Team Lead
The redesigned Jibe CX platform resulted in:
✅ Higher user engagement from agents & managers.
✅ Faster access to customer insights, enabling real-time decisions.
✅ Reduced errors & inefficiencies, streamlining CX operations.
✅ Improved executive reporting, aiding strategic planning.
User research drives success – Understanding real pain points led to impactful design changes.
Simplification enhances adoption – A clean, intuitive UI increased engagement.
AI & analytics need clarity – Data is valuable, but only when presented effectively.
