Expanded view: account context, recent activity, and actions in one place.
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2026 · CUSTOMER SERVICE EXPERIENCE REDESIGN
CSC: A unified workspace for customer service
CSC: A unified workspace for customer service
MY ROLE
As the sole designer and design lead, I translated leadership and stakeholder goals into a new customer service experience, balancing brand guidelines with UX principles.
As the sole designer and design lead, I translated leadership and stakeholder goals into a new customer service experience, balancing brand guidelines with UX principles.
Customer service representatives had to jump between programs and screens to find information and complete everyday tasks.
Customer service representatives had to jump between programs and screens to find information and complete everyday tasks.
Customer Service Central (CSC) brings essential customer data and actions into one workspace, keeping the information CSRs need front and center and making actions available from anywhere in the experience.
Customer Service Central (CSC) brings essential customer data and actions into one workspace, keeping the information CSRs need front and center and making actions available from anywhere in the experience.
Collapsible panels let experienced CSRs reduce supporting text and give the central content more room. The same workspace can offer more context or a more focused view, depending on the task.
Collapsible panels let experienced CSRs reduce supporting text and give the central content more room. The same workspace can offer more context or a more focused view, depending on the task.
RESEARCH & PROJECT STATUS
I partnered with a researcher to create mockups for testing with real clients. I attended every testing session, took notes, and used the feedback to refine the designs. A key part of my work was interpreting the needs behind what clients said, even when they couldn’t fully articulate them.
I partnered with a researcher to create mockups for testing with real clients. I attended every testing session, took notes, and used the feedback to refine the designs. A key part of my work was interpreting the needs behind what clients said, even when they couldn’t fully articulate them.
