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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

View Project

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

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

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

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

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

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

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

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

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

Agent Interview

I have to manually check multiple spreadsheets and emails every morning

Sometimes I miss important mails because there’s no prioritization

handle multiple threads without knowing what was already discussed

Its hard for agents to stay motivated or feel valued

When mails escalate, I’m blamed even if I wasn’t informed on time.

Agent Interview

I have to manually check multiple spreadsheets and emails every morning

Sometimes I miss important mails because there’s no prioritization

handle multiple threads without knowing what was already discussed

Its hard for agents to stay motivated or feel valued

When mails escalate, I’m blamed even if I wasn’t informed on time.

Agent Interview

I have to manually check multiple spreadsheets and emails every morning

Sometimes I miss important mails because there’s no prioritization

handle multiple threads without knowing what was already discussed

Its hard for agents to stay motivated or feel valued

When mails escalate, I’m blamed even if I wasn’t informed on time.

Admin Interview

I don’t know in real-time which agents are overloaded

There’s no way to distinguish between complex and simple emails

Escalations reach me too late — when the damage is already done

I can’t pull consistent performance reports to evaluate agent growth

There’s no standardized process to onboard or train new agents on email handling

Admin Interview

I don’t know in real-time which agents are overloaded

There’s no way to distinguish between complex and simple emails

Escalations reach me too late — when the damage is already done

I can’t pull consistent performance reports to evaluate agent growth

There’s no standardized process to onboard or train new agents on email handling

Admin Interview

I don’t know in real-time which agents are overloaded

There’s no way to distinguish between complex and simple emails

Escalations reach me too late — when the damage is already done

I can’t pull consistent performance reports to evaluate agent growth

There’s no standardized process to onboard or train new agents on email handling

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