OneView

Design Decision 01

Audited the legacy experience before redesigning it

I reviewed the navigation, toolbar, homepage, and session structure with product partners.

This helped identify redundant actions, unclear hierarchy, and patterns that had accumulated over time — while separating real workflow needs from legacy clutter.

Design Decision 02

Validated pain points with agents

I facilitated a focus group to understand what agents used most, what slowed them down, and where they had created workarounds.

The research confirmed that the biggest issues were not only visual. Agents were managing too much information, disconnected tools, and inefficient task switching.

Design Decision 03

Reworked the homepage around different workflows

I asked agents to rank homepage sections by importance.

Aside from Payment Details, there was no single order that worked for everyone.

That insight moved the design away from a fixed layout and toward a modular homepage that could better support different roles and servicing tasks.

Design Decision 04

Preserved familiar patterns where they still worked

We avoided changing patterns simply to make the interface feel new.

Softphone controls stayed in the top-right, but their size and visibility improved. Less-used actions moved into a Tools menu to reduce noise without removing functionality.

The result felt cleaner without forcing agents to relearn the platform.

Design Decision 05

Simplified session management

In the legacy experience, each customer session opened in a separate window.

I introduced a tabbed container so agents could manage multiple sessions in one workspace — without losing access to navigation, tools, or customer context.