Transforming agent and customer experiences at scale
Industry
Telecommunications
Type of project
Redesign of the Genesys Cloud dashboard
Tools
Figma & Miro
My role
Solo Product Designer, end-to-end ownership
Overview
As the sole designer, I led the modernization of the Genesys Cloud CX interface, refining core workflows and foundational UI patterns to improve agent efficiency, clarity, and overall experience across the platform.
The Problem
Agents were required to navigate across multiple panels to piece together the information needed for a single interaction. This constant context switching increased cognitive load, frustrated agents, and resulted in longer response times for customers.
69%
Agents have to navigate around multiple screens and interfaces - CMSWire
Here’s the legacy Genesys Cloud CX dashboard. On the right side of the interface, multiple panels support agent tasks such as viewing customer information and taking notes during live interactions. Because only one panel is visible at a time, agents are forced to constantly switch between panels, creating unnecessary back-and-forth during conversations.
~ Old Genesys cloud screen ~
Needs Statement
As a contact center agent, I need to see the most relevant customer information at the right moment in a single view during live conversations, so I can respond quickly, stay focused, and reduce my average handle time.
Ideation & wireframing
I began by rethinking the information architecture using low-fidelity sketches, then validated ideas through interactive prototypes. Throughout the process, I collaborated closely with product and engineering teams to incorporate feedback and refine the solution.
Interactive Prototype
After incorporating stakeholder feedback, I created a mid-fidelity interactive prototype to validate the solution through user testing.
Usability Study
I ran an A/B test comparing single-panel and multi-panel layouts to evaluate which approach enabled participants to complete tasks faster and with a higher success rate. Below are key screens from the playback presentation shared with stakeholders.
“Playbacks are distinct, story-like presentations that align your team, stakeholders and clients on the user value — not project line items — you are delivering.”
Hi-fidelity mockups
Based on the findings, we moved forward with the multi-panel approach and created high-fidelity interactive screens in Figma, aligned with the Genesys design system (Spark). I also produced clear documentation to support engineering implementation.
Outcomes
Post launch survey received
5 star ratings!
94%
Average response rate
25%
Reduction in average handle time (AHT)
20%
Boost in agent productivity