Role: Principal Product Designer
Process: Workflow mapping, SME interviews, prototyping, usability testing, responsive layout design, and close collaboration with Product, Engineering, Compliance, and Operations teams.
Note: All visual examples are conceptual abstractions for confidentiality.
Process: Workflow mapping, SME interviews, prototyping, usability testing, responsive layout design, and close collaboration with Product, Engineering, Compliance, and Operations teams.
Note: All visual examples are conceptual abstractions for confidentiality.
Challenge
Agents handling inbound and outbound calls relied on multiple disconnected tools to complete a single conversation.
This resulted in:
• slow, inconsistent call flows
• manual note-taking prone to errors
• difficulty verifying callers and accessing the right data in time
• complex payment and settlement workflows
• fragmented performance tracking
• inefficient manager oversight
The absence of a unified system forced agents to switch between apps, resize windows constantly, and piece together information across multiple sources — all while speaking with the caller in real time.
The challenge was to design a zero-to-one platform that streamlined call handling, reduced cognitive load, supported compliance, and equipped managers with clear insights — all within an interface that needed to remain usable at very small sizes due to multi-app environments.
New Settlement Offers Form
Outbound Call Summary Figma Component
Express Notes Figma Component
Solution
I led the UX architecture for a zero-to-one, multi-persona platform designed to streamline call handling, reduce cognitive load, and create consistent workflows across agents and managers. The solution centered around four core experience pillars:
1. Guided Call Flow (Verification → Insights → Action)
• Account Summary and recent call history for fast context
• Caller verification that unlocks sensitive areas of the UI
• Progressive disclosure to reduce clutter and support compliance
• A layout optimized to stay usable even when resized to a small window
2. Payment & Settlement Tools
• Simplified Promise-to-Pay flows (single, multiple, recurring)
• Guardrails and validation to reduce agent error
• Pre-authorized settlement offers shown only when criteria are met
• Manager configuration tools for defining settlement rules and eligibility
3. Speed Tools for Agents (Quick Notes & Call Summary)
• Keyboard-triggered Quick Notes for faster documentation
• Structured note categories to improve consistency
• Context-aware suggestions
• Quick Notes Configuration system enabling organizations to define scripts, branching questions, and shortcut sequencing
4. Performance Visibility (Agents & Managers)
• Agent dashboards for weekly/monthly KPIs, leaderboards, and gamification
• Manager dashboards for team performance, individual coaching, and QA insights
• Shared UI patterns to maintain consistency across personas
Agent Dashboard
Manager Dashboard
Outcome (In Progress)
The Agent App is actively being developed, with the MVP scheduled to launch after my departure. My work established the foundation for the product’s usability, workflow efficiency, and visual system.
Early outcomes and internal impact:
• Prototype usability testing validated faster call flows and reduced cognitive load.
• Improved clarity for agents navigating verification, payments, and settlements.
• Reduced manual effort through structured Quick Notes and guided workflows.
• Cross-team alignment achieved on complex business rules and operational logic.
• Reusable patterns adopted by engineering to accelerate development.
• A scalable framework created for future enhancements, including:
• advanced Quick Notes scripting & branching
• expanded settlement configuration tools
• deeper performance analytics
Though the product’s success metrics will be measured post-launch, the redesign already provided measurable internal benefits: clearer decision-making, simplified workflows, and strong alignment between operations, product, and engineering.