Always understand the needs being addressed.
- Design for needs, not feature requests.
- Why is a stakeholder making a request? What is it an agent actually needs to be able to do?
Build trust and empower.
- Information should inform action.
- Surface information in context, in an easily consumed format.
- Equip agents with just enough information to make informed decisions and feel confident in their actions.
Design for scalability.
- Don't design single-use features in response to ad hoc requests.
- Balance scalability and velocity to achieve long-term efficiency.
Strive for a cohesive agent experience.
- Maintain consistency wherever possible to reduce cognitive load. This includes (but is not limited to) content, language, UI.
- Build frameworks to optimize the process of creating similar products and features.
Design for efficiency.
- Don't increase handle time.
- Adhering to standard operating procedures (SOP) should not require additional time or cognitive effort.
Involve relevant stakeholders along the way.
- Don't build products in isolation.
- Stakeholders should be kept informed throughout an iterative design process.
- There should be no surprises after designs are finalized for implementation.