Within finance, collections agents need to work with Facebook advertisers to get them to pay invoices that are past due. Prior to the redesign, collectors were task oriented—they measured their productivity by how many advertiser contacts they made in a week. The purpose of the redesign was to get them be more goal oriented—to measure their productivity by the amount of payments they collected in a week.
The redesigned app:
Sample use case: Collector writes off invoices and flags account for suspension; Manager suspends account; QA follows up on account with collector and manager.
Landing page with dashboard—Collectors can quickly see how they're performing and what they need to do next
Account page—Collectors need to see all information about an advertiser in one place.
Team lead view—Managers can quickly see how agents are doing and reassign case load as needed.
QA view—Analysts can follow up on urgent accounts.