Magpie AI

BRIEF

Advance Magpie's user experience and visual identity to exceptional level to allow the company to build legitimacy and trust, scale and future proof itself

EXPERTISE

UX, Visual Design, User Research, Design Direction

RESULTS

- Magpie has recently moved out stealth mode
- Users interviewed said Magpie substantially reduces their daily workload
- There has been a 5-600% increase in quality management reports
- Magpie has streamlined internal reporting and has automated many tedious daily tasks

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HOW I WORKED

Magpie contacted me at a pivotal point for their business. They had an MVP which was well received and they wanted to take their user experience and visual design up a level. To do this, I flew to Amsterdam to undertake user testing with their existing clients. I interviewed a wide range of stakeholders and users and synthesized the findings. I then presented these findings to the client and based off of these, we used a prioritsation framework to develop a feature backlog.

Once this was established, I did several rounds of wireframes. This was done to best match the user needs to the business needs in quick sucession. When we had a rough idea of the functionality, I translated these wires into a high fidelity visual design, using prototypes to explain some of the advanced functionality and specific features.

After a few rounds of refinement with the visual design we got to a place where we were happy to start development. As I handed off the designs, the client approached me to revamp their landing page to showcase the new functionality of the webapp, and to bring the current website in line with the updated visual identity. This, unlike the web app had to be responsive and flexible enough that the assets could be used in marketing material. To round out the project, I also created a series of social media assets so the brand could create a unified marketing push when they rolled out the new app and landing page.

Agent

KEY FEATURES

The magpie webapp has two different interfaces based on the governance of the user - Agents and Managers. They are shown to dashboards that are tailored to their distinct needs. These dashboards are capable of reacting in real-time to assist the users. For example, if they're on a call, AI will be analysing the words and tone to create a sentiment analysis, which is then used to recommend scripts, articles and knowledge base references to assist the call and resolve the customer's issues as quickly and politely as possible.

The manager's dashboard takes a slightly more high-level approach. It takes a proactive approach to managing staff members, with reminders and team metrics taking visual priority. There are also features that help managers to train their staff more efficiently, both in their teams and within the greater company. They can also quickly and easily sort through feedback to improve the AI's accuracy to massively improve their quality assurance rates.

Every metric on both versions of the dashboard is completly customisable, so each manager or agent can see the exact metrics or action items that are relevant to them. This increases both their efficiency and their confidence in the system to provide them with more accurate answers and help their customers more effectively.

There is also a robust settings section, where each organisation can customise the criteria the AI uses for more specific feedback. Reports can be generated and sent instantly, reducing a managers workload by hours while also drasticly improving the efficiency and effectivness of the feedback.

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Manager
Validate Conversation
Coaching Report Manager

THE OUTCOME

Magpie is currently rolling out their new brand, website and webapp features to their existing customers, while continually testing to make their product more efficient.

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CONTACT

If you like what you see or have any questions, get in touch. 

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