voiceline
Unifying service operations for voice agents.
TL;DR -We streamlined the voice-agent workflow by consolidating disconnected tools into a single Salesforce Service Cloud console. The redesign saved 14 seconds per call—freeing up 750 minutes daily—and enabled 45 more calls per day. Despite platform constraints and agent resistance, we improved satisfaction and unlocked scalable efficiency.
overview
High-level context on the project scope, role, platform, and collaboration model.
It's early 2020. Most schools weren’t equipped for remote learning. Teachers relied on WhatsApp to send daily Zoom links. Parents, adjusting to remote work themselves, had to coordinate class times while managing their own schedules.
What we set out to do:
- Make online classes simple to join
- Digitize scheduling, attendance, and communication
- Launch both mobile and desktop platforms in under 90 days
challenge
What was broken in the original experience, and how it affected both users and operations.
On-voice service agents had to juggle multiple tools while assisting end users over live calls. The typical workflow involved switching between 3 to 6 apps—authenticating users on one tool, checking balances on another, then logging cases on a third—all while the customer was waiting. This "swivel-chair" experience led to:
- High cognitive load for agents
- Prolonged call durations
- Agent burnout and inconsistent user experience
While each tool worked in isolation, the lack of integration created operational drag and siloed team capabilities.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph.
Agent burnout and inconsistent user experience
through the users' eyes.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by double clicking on this text to bring up the editor.
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:
- Collaborated with Salesforce architects to ensure feasibility under Lightning constraints.
- Worked closely with content designers to clarify UI interactions
- Supported development trade-offs while preserving core UX intents
- Shadowed service agents live on calls to observe real-time usage
- Captured insights to inform successive design cycles and identify latent friction
user research
Collaborating with research partners to uncover root problems and validate early hypotheses.
I worked closely with two dedicated UX researchers who led the discovery phase. While research wasn’t my primary focus, I contributed via live call shadowing and collaborative 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.
solutions
An overview of the redesigned interface and what workflows it simplified.
It's early 2020. Most schools weren’t equipped for remote learning. Teachers relied on WhatsApp to send daily Zoom links. Parents, adjusting to remote work themselves, had to coordinate class times while managing their own schedules.
What we set out to do:
- Make online classes simple to join
- Digitize scheduling, attendance, and communication
- Launch both mobile and desktop platforms in under 90 days
voice experiences
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by double clicking on this text to bring up the editor.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by double clicking on this text to bring up the editor.
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by double clicking on this text to bring up the editor.
Our numbers
at a glance
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph by double clicking on this text to bring up the editor.
120%
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph.
100M
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph.
250K
Hey there, this is the default text for a new paragraph. Feel free to edit this paragraph.
Selected Works
