Compliance script
Improving the readability and usability of compliance scripts for agents.
Sprint
4 Weeks
Team
Product designer (me), product manager and front end engineers.
The project
We gathered user feedback through a questionnaire accessible via the platform. A submission from a compliance manager caught my attention, prompting me to arrange a follow-up interview.
The compliance manager was responsible for ensuring customer care agents adhered to regulations, including reading terms and conditions to customers. They raised a concern that agents were missing key terms during the move-in process, as the terms and conditions were presented in a large, scrollable text box at the top of the page, making them easy to overlook.”
The solution
I collaborated with the compliance team to understand which terms and conditions were required at each stage of the move-in form. I then redesigned the experience by breaking the terms into sections and incorporating checkboxes and color indicators, allowing agents to easily distinguish between read and unread compliance script boxes.
The result
The move-in process is now a smoother experience for both agents and customers. Agents found the updated script intuitive and easier to follow during interviews. Observing them interact with it confirmed that it was significantly more user-friendly than the previous design.