The Refinery - Cleveland Web Design Firm
Client Name Featured Image

Virtual Hold Technologies

Virtual Hold Technologies provides operations and productivity solutions for call centers, including a revolutionary callback function that improves the client experience.  The Refinery joined forces with the product development team at Virtual Hold Technologies to re-imagine real-time monitoring dashboards and reporting systems for the 8th version of their call center management software with a goal of providing actionable data and prompting action at the lowest level.

  • Customer Interviews
  • Rapid Prototypes
  • API Development in Ruby (on Windows)
  • Rich user interface design
  • Data visualizations with interactive infographics
  • Dev Ops

User Experience Design

Our design concepts and decisions are based upon strategic user research.

The most important aspect of a marketing website is the ability to connect with the user. By understanding the end users through research and experience, we are able to design websites that properly represent the company and brand, speaking directly to that company’s customer base.

We work with a multitude of businesses in various industries and understand the differences between them. View our case studies and see why details of user interface design make a difference.

Card Sorting
Card Sorting

See how your users organize content.

Information Architecture
Information Architecture

Put your content in the right order.

Personas
Personas

Understand your users wants/needs.

Research
Research

Dig into how your users work today.

User Observations
User Observations

Talk with users in their natural habitat.

User Interface Design

User experience is vital to the success of any website.

Websites need to function properly, be easy to navigate, be responsive on multiple devices and support the company’s digital goals, whether being education/informational, capturing leads or generating sales.

One of the best ways to know if your website is delivering your customers what they need is to simply ask them. 

We couple industry specific best practices with user research and analytics to offer insights that help us develop websites that have an optimal structure, making them both easy to maintain and easy for visitors to use - whether it be on a smartphone, tablet or computer. 

Our case studies showcase how we are consistently able to create a positive user experiences on the websites we develop.

HTML/CSS
HTML/CSS

Standards based front-end development.

Information Architecture
Information Architecture

Put your content in the right order.

Prototyping
Prototyping

Build a new product concept to test.

Sketching
Sketching

Innovative ideas drawn on napkins.

Wireframes
Wireframes

Get things laid out right.

The Results

As a result of the user experience research, design and development, the new monitoring dashboards allow call center users real-time access to analytics critical for making timely staffing decisions. More call center users have access to this critical data, empowering them to act in an agile fashion and respond to call demand and SLA expectations. Reports that were previously run every hour, taking 45 minutes to run, are a thing of the past. Call center management now has access to the data no matter their location via their mobile devices.

"Josh is a top-notch designer, who is always pushing things forward. He is efficient, quick, and highly-skilled in many areas –  leading the technology research, UI design, development, project management and testing for our ground-breaking mobile application. Through this and other projects, I've come to think of Josh as a trusted, go-to person for end-to-end design expertise."

Faith Chiang - Chief Experience Officer - Within3