Dial Pacing Observability

Adding Observability to a Complex Dashboard

Timeframe: December 2021 - February 2022

Role: UX Designer

Problem Statement

During periods of high call volumes, campaign managers require a comprehensive overview of their callers' status to swiftly identify instances of extended wait times, dropped calls, and the optimal moments to add more numbers to the dialing list. Unfortunately, ThruTalk relies on a third-party integration that proves challenging to interpret, heavily relying on GetThru support staff and diminishing the autonomy and control of the campaigns. This necessitated the development of a more user-friendly and observable dashboard, and empowering campaign administrators to effortlessly monitor and manage their campaigns and callers through a streamlined and intuitive interface.

Overview

The incorporation of observability in the realm of peer-to-peer calling holds immense significance and potential for campaign outcomes. By prioritizing observability, campaigns can expect improvements in call connections and overall efficiency. The availability of comprehensive data and insights can lead to enhanced efficiency by significantly reducing the time spent searching for essential information about campaigns. These changes have the potential to enable campaigns to achieve greater success in engaging with voters and donors. By leveraging the power of observability and equipping volunteer callers and ThruTalk support staff with the necessary tools and data, GetThru can significantly enhance campaign outcomes and foster more fruitful connections in their peer-to-peer calling goals.

Reading Through the Data

The current integration was only accessible by GetThru Support Staff who not only had to monitor the campaigns and identify any bottlenecks when they occurred, but they also had to deal with high volumes of chats and tickets during peak calling times to inform campaign admin and callers who wanted status updates on where their calling lists were or who were having issues.

Simplifying Complexity

The new dashboard needed to have clarity and simplicity and most importantly needed to be approachable for all users regardless of technical ability.

Taking into Account User Feedback

In pursuit of creating a simplified user experience, we conducted internal stakeholder testing to ensure an effortless and intuitive design. Surprisingly, users expressed a strong desire for the ability to effortlessly switch between different views of the data, prompting us to incorporate a toggle option into the final design to empower users to customize their data visualization experience according to their individual preferences.

The testing sessions also provided valuable insights into the most effective presentation of data within the dashboard, which we implemented in the released version. Through user feedback and leveraging the users valuable insights, we successfully refined the design and functionality of the dashboard, ensuring a seamless and adaptable experience. These enhancements significantly improve the observability of the dashboard, enabling users to effortlessly navigate the data and gain insights to make informed decision quickly.

The Final Designs

Existing 3rd party integration interface

Low Fidelity Designs

Mid-Fidelity Grid Dashboard w/ 6 layout options used in Usability Testing

Mid Fidelity Table Dashboard used in Usability Testing

Low Fidelity First Ideation Wireframes

Improving the observability of the dialing dashboard was another large step for GetThru to improve the calling experience for its users. By providing a simplified overview of all of the campaigns, the callers and an easy way to discover bottlenecks and upcoming errors, what used to be complex and confusing has become more observable and approachable.