Corelogic Case Study

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MISSION: Steve and Fluix UX trought ProKarma were called upon to redesign the CoreLogic Contact Center Application, used mainly in 4 major US based centers by over 800 operators and responsible for handling over 16 million inquiries a year. Steve was the lead UX designer on the project that called for a complete redesign of the CoreLogic Call Center Application to optimize throughput and enable cross/up selling.

APPROACH: As the lead UX designer, in a SCRUM team of 12 top notch professionals, Steve immediately toke lead with Agile UX methodologies to open the path to define and clarify the new product requirements and user interface specification for client validation and for visibility to the dev team. Utilizing rapid low-fi prototyping and early user testing Steve validated the course of action giving the client and team peace of mind and certainty about the solidity of the solution being produced.

RESULTS: All Requirements Met & Exceeded as demonstrated and measured with interactive prototypes in Usability Lab, even before a line of code was written.
The new design consolidated legacy systems into single and elegant cloud based web UI achieving significant gains in KPIs:

  • Increased call throughput by 30%; on average a 10 min. call was reduced to 7 min.
  • Most frequent call: Cancel Membership, reduced from 12 min to less than 38 seconds, allowing more time for retention strategy and cross merchandising.
  • Lowered overall cost of maintenance and operations
  • Reduced training of call center operators from 2 full weeks to 30 minutes thanks to a completely intuitive UI

Furthermore Steve was able to plan for and instantiate the UI and AI framework for an extensible platform of customer engagement, increased retention and merchandising.

LEARNING: Agile UX is a brilliant process, especially yo elucidate on fuzzy products and requirements, but it really needs to have a team of seasoned professional to work well. This was a terrific example of a team that worked extremely well. So well that the methodology was completely adopted by the client CoreLogic for all successive developments.


PROCESS: Steve implemented a classical Agile UX process beginning with gathering end-user data and conceptualizing ideas to be rapidly validated.

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The client didn’t have much clarity about the requirements and how to design or implement an improved solution. Agile UX methods and Steve’s leadership and transparency was critical in assuring smooth and continued client participation and timely delivery.

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The process was rapid and iterative, creating massive amounts of tangible artifacts that could be iterated upon and improved with the end-user, before sending to production.

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The gorgeous and co-located group of 12 Agile SCRUM top professionals. After 3 months in the same conference room, this team became family.

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The crucial output that Steve produced ware interactive prototypes hand developed with HMTL, Javascript and JSP. These were used for early usability testing to ensure the solution was right and met or surpassed initial project objectives and KPIs.

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