Identification and improvement of design issues of a sales management system for VOIP wholesaler

Abstract

VOIP (Voice over IP Protocol) is an emerging field including a lot of wholesale companies in market striving to give cost effective wholesale VoIP termination and business VoIP services to its clients. The VOIP wholesaler processes bulk of calls per day therefore, have to manage a large amount of data i.e. calls, clients, contracts and its account managers. Sales Management Systems are used to manage such records. This research focuses on one of such systems i.e. a sales management system for VOIP wholesaler. The system is deployed by a software house in Islamabad, Pakistan to a VOIP wholesaler to manage his business. The end user of the system faced difficulties while using the system. The system has different design issues. The purpose of this research is the identification and correction of these design issues to improve usability and user's experience. The design issues are highlighted after interviewing client, project manager and general issues which are not in accordance with HCI's (Human Computer Interaction) principles. The design issues are related to the interface of the system its color scheme and information display. The objective is to provide the most relevant and important information to the client on minimum clicks.