Customer service agents had no appropriate place to capture case-critical information during live calls. Sensitive data was ending up on sticky notes and Notepad.exe.
Customer service agents handle live cases across phone calls, emails, and queued requests. They often need to capture case-critical and sensitive information while actively working with customers.
The interface relied on rigid, structured fields. When information didn't fit predefined schemas, or was only temporarily relevant, agents had no appropriate place to record it.
The core idea: give agents a place to write things down without leaving their workspace. No context-switching, no external tools, no compliance gaps.
I ran 15 user testing sessions over the 3 months, shipping new prototypes every 3 days based on feedback. ~20 prototype iterations total. Tested with agents at Starbucks, Spectrum, Disney, Jack in the Box, and Zillow before landing on the final design.
Before: agents used sticky notes and Notepad.exe during live calls. Sensitive data floating around outside the platform. After: everything captured inside the workspace.
100% adoption across agents who needed it. 8,000+ monthly agents across enterprise clients like Starbucks, Spectrum, Disney, Jack in the Box, and Zillow. Activation and ticket handling both improved.
I led this end-to-end as the only designer. The team lead stepped back early due to org restructuring and the senior project lead had a family emergency, so I took over and ran the project solo while onboarding new international PMs onto the work.
Want to see the prototypes or discuss the work?
