All work

Vanad Group

An internal call-centre platform, redesigned into a product on the market.

Role: Senior Product Designer
Scope: Six months, with an agile team of six including a fellow UX researcher
Client: Vanad Group. B2B software, customer experience

A long wall of sticky notes from the flow-mapping workshops

The redesigned call-centre dashboard on a desktop monitor

Over six intense months, with an agile team of six, we re-engineered and redesigned our parent company’s call-centre platform.

The redesign changed how existing users worked with the platform, and it persuaded the parent company to launch it as a standalone product, now on the market.

6 monthsof re-engineering and redesign
6 peoplein an agile team, including a fellow UX researcher
On the marketlaunched by the parent company as a standalone product

Untangling a legacy system

We started by analysing the current application and its user flows, then researched the state of the industry. With legacy systems the reasoning behind decisions gets lost, so it took serious investigation and robust feature debate to pin down the scope.

There were far more personas than the obvious one: buyers, junior and advanced users, independent buyers and managers. A persona workshop helped us understand what each needed.

The team gathered round a table in a persona workshop

Two team members reviewing the platform together on a laptop

Sitting with the agents

We ran workshops with power users and sat with agents while they worked. One insight shaped everything: power users needed as much screen space as possible for the information-dense third-party applications they used alongside the platform.

Whiteboard notes from a power-user workshop — Notes from the power-user workshops.

Flows and wireframes

To understand this layered software, we mapped flows for each persona: every step from receiving a call to resolving the customer’s issue. That showed us the bottlenecks, and where interactions could be faster and simpler.

Service flows for the chat and email channels — Flows for the chat and email channels.

Visual design V0.1

The final visual design was being developed by another agency as part of a full brand redesign. To show direction, we designed a V0.1, knowing it would likely be redone with the new guidelines. It turned out to be a very useful way to bring stakeholders along.

V0.1 visual design of the coaching activities screen

V0.1 login screen — The login and chat screens, V0.1.

V0.1 chat interface screens — The login and chat screens, V0.1.

You never know where a project will go: this one motivated management to turn an internal toolkit into a product they brought to market.