Behind every support call is a real human—answering questions, solving problems, calming nerves. These people deserve great design just as much as the customers they serve.
My Role
I led the project as both the UX strategist and support UI designer, guiding the company in building a product that not only simplifies the day-to-day for call center agents, but also empowers them to work with purpose. My focus was on crafting an experience that respects their time, supports their performance, and reminds them they’re seen—not as cogs in a machine, but as valued human beings.
The Design Process
Personas
User Journey Map
Information Architecture
Competitive Analysis
How do we add AI?
Based on my research into both direct and indirect competitors—as well as emerging trends in the VoIP space—I provided strategic recommendations for AI-powered features that could elevate the product’s capabilities and give the company a competitive edge.
Wireframes (Approved)
Different dashboards based on users.
Wireframes (Approved)
Dialers and call logging
Final Designs.
