When you are designing a new product or improving the UX of an existing product, you have to research and understand how users are currently behaving with related to the product in question. Call centre interfaces that help tele-callers to access information about the users instantly should have most accessed information upfront. The system should populate these lists based on the changing user requirements based on the type of query that users ask at any given point in time. This Quick access list will help them access user information quickly without going through multiple levels of navigation. So understanding current behaviour will help improve the UX of the product by creating a feature that dynamically lists the most frequently accessed information or its information scent or entry points.
