Transforming the Agent Dashboard - Simplified Contact Center

My Role

I was responsible for leading discovery sessions, design, and building interactive flows using Figma.

Target Audience

Redesign

YEAR

2024

Overview

The objective of this project was to redesign the Salesforce 360-degree layout for call center agents, with the goal of improving their ability to navigate within the page and access the necessary information more easily. The redesign focused on creating a more intuitive layout that would enable agents to work more efficiently and effectively, ultimately improving the overall user experience.

Problem Statement

The current 360-Person Account Layout is unorganized, making it difficult for users to find the information they are looking for. Important information related to the person account is scattered across related sections and layouts, making navigation challenging and confusing for call center agents. This lack of organization results in time-consuming searches, delays in decision-making, and frustrated users. Creating a simplified card layout and intuitive design that enables users to easily locate and access the information they need is the goal of this redesign project.

Process

For this project, I adopted the Double Diamond design process, a structured methodology that guided the project from problem identification to solution delivery.

Discover: I began by thoroughly understanding the problem statement and identifying key pain points faced by contact center agents. This phase involved gathering insights through stakeholder collaboration and user research to ensure a deep understanding of their needs and challenges.
Define: Next, I synthesized the findings to clearly define the project requirements and objectives. This step ensured alignment with business goals and user expectations, laying a strong foundation for the design process.
Develop: Through ideation sessions and iterative brainstorming, I explored potential solutions. Collaboration with stakeholders during this phase allowed me to refine ideas and prioritize features that would provide maximum impact.
Deliver: Finally, the refined solution was translated into a high-fidelity layout. The structured approach of the Double Diamond ensured that each design decision was intentional, purposeful, and aligned with the project’s goals.

By following this methodology, I was able to redesign the layout to improve navigation, streamline workflows, and enhance the overall user experience for contact center agents, ultimately exceeding expectations.

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Branding + Visual Design

For this project, we utilized the Salesforce lightning design system since the redesign was intended for implementation within the Salesforce platform.

Outcome

The new design layout involved a shift from a three-column layout to a two-column layout. This change provided ample real estate to display data in a manner that felt spacious and uncluttered, resulting in an improved user experience. The redesign also included grouping information in a searchable format, which further enhanced usability. The overall result was a cleaner, sleeker look that users found both visually appealing and highly functional.

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Transforming the Agent Dashboard - Simplified Contact Center

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