We streamlined voice-agent workflows by unifying multiple tools into a single Salesforce Service Cloud console. Agents now save 14 seconds per call, totaling 750 minutes daily (~1.5 FTE days), and can handle ~45 additional calls per day without adding headcount. Despite platform constraints and initial resistance, satisfaction increased, and operations scaled efficiently.

overview

Context on project scope, role, platform, and collaboration.

Industry: Enterprise Software / Customer Support
Role: Senior UX Designer—embedded with agents; stakeholder lead
Team: 50+ (including 9 UX Designers, Product Owners, Engineers, business heads, and Researchers)
Duration: 1.5 years
Platform: Salesforce Service Cloud (Lightning Design System)

challenge

Problems in the original workflow and their impact on agents and operations.

While assisting end users via live calls, on-voice service representatives had to manage several tools. While the customer waited, the usual process was to switch between three to six apps: one tool for user authentication, another for balance checks, and a third for case logging. The result of this "swivel-chair" experience was:

• High cognitive load for agents
• Prolonged call durations
• Agent burnout and inconsistent user experience
  
  

Although each tool operated independently, the lack of integration resulted in siloed team capabilities and operational drag.

business goals

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Agent burnout and inconsistent user experience

 today's user experience

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my roles

How I led design execution, partnered with teams, and supported change across build stages.

As a co-located designer embedded with service agents, I led cross-functional design execution across three stages:

user research 

Collaborating with research partners to uncover root problems and validate early hypotheses.

Two full-time UX researchers led discovery. While research wasn’t my primary role, I contributed through live call shadowing and design-focused synthesis.

• Call audits exposed workflow delays due to switching
• Live shadowing revealed hidden edge-case friction
• Heuristics helped us prioritize fixes for speed and clarity

Key Insight: Agents relied heavily on muscle memory from old tools. Any new experience needed to prove immediate time savings to earn their trust.

key constraints

Designing effective solutions within Salesforce limits.

Working within the constraints of Salesforce Service Cloud 

What we set out to do: 

• Reused native Lightning components for faster delivery
• Simplified flows with smart defaults and prefilled fields
• Standardized patterns across BUs to reduce training

solutions

The redesigned console and simplified workflows.

Preloaded caller context for instant identification

Unified authentication, case creation, and transactions

Replaced multiple tools with a single guided flow

Reduced interface complexity and clarified next actions

voice experiences

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Our numbers
at a glance

At Voiceline, we handle 20,000 calls every day. With our service cloud implementation, we save enough time to cover a full extra shift daily.

31.2%

Agent satisfaction: 35% → 46%

18% 

Task success rate improved from 73% to 86%,

15K

Card activations per quarter