UX Case Study
NeuroMail: Cloud-based, intelligent email automation system
Healthcare
NeuroMail: Cloud-based, intelligent email automation system
Smart Email Automation & Workflow Optimization
Project Overview
The project focuses on designing an Email Automation and Resource Optimization Platform that manages high volumes of emails across multiple LoBs (Lines of Business). It integrates case handling, quality control (QC), agent tracking, and workflow-based email prioritization using automation.
The automation aims to:
Classify emails based on priority and complexity
Automate ticket creation and handling
Distribute tasks among agents based on capacity and skills
Improve QC monitoring and analytics
Introduce gamification and recognition features to boost morale
Problem Statement
Organisations handling large volumes of client emails manually are experiencing:
Poor visibility over task assignments.
Delays due to non-prioritised email management.
No real-time tracking of performance metrics.
Lack of appreciation and motivation among employees.
Manual resource planning leading to over or under-utilisation.
Need: A unified platform that automates email processing, enhances QC accuracy, enables real-time team management, and fosters productivity through AI-driven workflows and gamified motivation systems.
Industry
Healthcare
Client
Cognizant
My Role
Lead Designer
Platforms
Desktop Software
Timeline
August - April 2023
Process
Empathize & Define
Strategy building: defining the timeline and what data need to be collocted
User interviews and pain-point identification (agents, admins, super admins)
Problem framing: email overload, delayed responses, no appreciation tracking
Ideate & Research
Competitive benchmarking (e.g., Ushur Smart Mail, Avasoft)
Defined and Identified KPIs: AHT (Average Handling Time), QC Accuracy, SLA Adherence, Productivity, Utilization
Defined key screens on the basis of complexity and simple screens
Prototype
Wireframing and IA (estimated 20+ screens across modules)
Email categorization logic, ticket workflows, dashboard views for different roles
Added features like autofill suggestions and real-time error, AI database was created
Test & Iterate
Role-based testing (Agent/Admin/Super Admin)
Gathered feedback through usability testing and refined the design based on inputs.
Usability focused on prioritization, reporting, and tracking appreciation metrics
Key Stats: How NeuroMail Improved Workflow
65%
Reduction in Manual Email Sorting Time
33%
Faster Average Handling Time (AHT)
32%
Increase in Agent Productivity
25%
Improvement in First-Time Resolution Rate
Key Interview Insights
To gain a deeper understanding of the problem, initial interviews were conducted with subject mater experts and users
Persona
To design an effective and user-centric solution, it was crucial to understand the real people behind the system. These personas help align design decisions with actual user needs, frustrations, goals, and behaviors. Each persona reflects a unique role in the email handling ecosystem
Pradeep Misra
Agent
I am not getting any appreciation on my work
Age: 29
Location:Chennai, India
Tech Proficiency: Intermediate
Gender: Male
Goals
Respond to emails efficiently without missing deadlines or SLAs
Reduce manual effort spent filtering and prioritizing emails using Excel
Gain visibility and appreciation for consistently meeting targets and resolving complex issues
Improve email handling speed by accessing templates, historical data, and support resources in one place
Frustrations
Lack of recognition despite completing high-priority tasks under pressure
Manually sorting and prioritizing emails wastes valuable time and increases stress
Poor version tracking in email chains leads to duplicate efforts and client dissatisfaction and there is no access to relevant mail history or context
Ambiguity in task complexity, resulting in uneven workload distribution across team members
Ayush Mehra
Admin
I am not able to assign tasks smartly, track performance in real-time, and prevent issues before they escalate
Age: 35
Location: Mumbai, India
Tech Proficiency: Advanced
Gender: Male
Goals
Distribute tasks fairly based on agent experience, availability, and performance
Gain visibility into live performance metrics like SLA breaches, AHT, and escalations
Intervene early in at-risk cases before they escalate to client dissatisfaction
Standardise workflows and prioritisation, ensuring consistency across the team and empower agents with tools and data to independently resolve issues
Frustrations
No centralized dashboard to monitor agent activity in real-time
Inability to detect workload imbalance, leading to team inefficiency and fatigue
Delayed escalations due to lack of alerts or automated risk identification
Poor version tracking in email chains leads to duplicate efforts and client dissatisfaction and there is no access to relevant mail history or context
[Key Learnings]
Simplification is key
Users value a quick and easy process, especially on mobile.
Iterative testing pays off
Regular testing uncovered hidden issues and ensured the design met user needs.
Details matter
Small improvements, like error validation and mobile optimization, had a significant impact.