I built this dashboard for a healthcare insurance client's chat platform that enabled real-time communication across 34 companies to resolve claim processing inquiries.
Timeline
6 Months (2024)
Role
Product Designer
Design team of one
Core Team
1x Product Manager
2x Product Owners
1x Tech Lead + QA Lead
1x Business Analyst
3x Developers
Key Contributions
Requirement Gathering
Design Planning
Research & Early Concepts
Client Presentation (Feedback Loop)
High Fidelity & Prototyping
Developer Handoff & UX Audits
Impact
Increased agent productivity by integrating Amazon Connect into the existing platform.
Reduced inquiry response time by introducing Canned Responses.
Illustration of dashboard components designed for the Contact Center Agent
🔒 Details under NDA
To view the designs for this project, enter the password or email me to request it.
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🧗♀️ Bridging Gaps and Driving Clarity as the Sole Designer
Joining the project as the only UX Designer in the team led by business stakeholders and technical leads, I faced the challenge of working without an established UX mindset or processes.
To bridge this gap, I actively engaged with stakeholders to better understand the problem space. I experimented with different working methods, such as presenting a design artifact during every client call to make it easier for the team to follow and align. I created quick wireframes live on Miro to align expectations and gather insights, ensuring early feedback informed the design direction.
🌱 Designing with Limited Control
I designed the dashboard with a fixed Amazon Connect component that couldn’t be modified. This limitation required me to creatively adapt my design, optimizing surrounding elements to align with the widget while maintaining a seamless, user-friendly experience.
By collaborating with technical teams, I explored how this fixed component can be customized to the brand guidelines. I made layout options that complemented the Amazon Connect component without sacrificing usability or visual coherence.
User Pain Point & Business Problem
Agents struggled with chat-only limitations and business faced efficiency losses
The existing Agent Contact Control Panel (CCP) operated through an independent browser session, outside the company’s portal experience.
This setup introduced several limitations on how agents could effectively use the CCP.
Additionally, the inconsistent look and feel led to confusion, reduced efficiency, impacting overall agent productivity.
How the current experience takes agents to a new tab
Agent workspace looked outdated, lacking tools to help agents respond fast.
Based on user feedback, the business identified key user needs
High impact user features identified were pre-written responses and notetaking.
How I zoom out and in during discovery with questions
Being new to the domain, I broke down everything into digestable chunks on Miro to make sense of it and plan my next steps.
Key User Insight
I discovered that agents use response handbooks to ensure compliance when handling queries
I started gathering data to dive deeper into existing user workflows and mapping the key actors involved in customer support.
After multiple interactions with product owners (who were directly talking to the users), I learned that agents aren’t just responding instinctively—they follow detailed handbooks defined by Plan Admins. These guides help ensure that each response aligns with Plan-specific rules and protocols, especially when handling complex or sensitive claim-related queries.
Concept 1: Intelligent Assist to Respond Fast
Out of the many explorations, an example on how I quickly prototyped concepts
Concept 2: Personalization of Response Library
This was a debatable concept which led to interesting discussions
Key Design Decision
After gathering feedback, we decided Canned Response editing should remain an admin-only function to maintain quality control
User research showed that agent editing led to inconsistencies, while business needs required compliance and a single source of truth.
Additionally, keeping the function admin-only aligned with mental models of users who expected a curated and trusted library, and ensured adherence to accessibility standards by reducing variability in content structure.
While I can't share full details, here are key insights that shaped the final solution
To view the final solution, please enter the password provided at the start of this case study or feel free to reach out to me directly.
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