At SupportLogic, I designed AI-assisted workflows for customer support intelligence products used by CS managers, agents, CS engineers, and escalation teams. My work focused on improving review workflows, support visibility, CRM-integrated experiences, and cross-product UX consistency across a scaling enterprise AI solution.​

CASE STUDIES

AI-Assisted Case Review for CS Managers

Redesigning a Multi-Persona Support Workspace

CASE STUDY #1
​AI-Assisted Case Review for CS Managers

AI Workflow · Decision Support
Redesigned an AI-assisted review workflow that helped managers evaluate complex support cases 2.4× faster while generating 3× more decision insights.

Role: Senior Product Designer (research + strategy + end-to-end UX)
Users: CS managers, agents, support leaders
Methods: Research, personas, wireframes, prototype, usability testing
Impact: 2.4x faster reviews · 3x more insight · +6% CSAT · +8 clients purchased module

​PROBLEM STATEMENT
​SupportLogic had launched a beta Case Review feature for CS managers. Adoption was high, but usage revealed a workflow problem: managers needed to review complex case context, add evaluation inputs, and provide actionable feedback without losing the context. The goal was to scale the product without significantly increasing engineering scope.

MY ROLE
I led research, problem framing, interaction design, prototyping, usability validation, and development handoff.

USERS
Primary user: CS Manager
      Goal: review cases, evaluate quality, and coach agents
      Pain point: context switching between case evidence and evaluation inputs
      Needs: visibility, speed, confidence, actionable feedback
Secondary users: Support Agents / CS Leaders
      Need: clear feedback, visibility, review outcomes
​
RESEARCH & SYNTHESIS
Because both the PM and I were new to the team, I first audited the backlog and research repository to avoid duplicating work. I then led three focused beta-client sessions combining open-ended workflow interviews with usability walkthroughs. This helped us understand both why the feature was valuable and where the workflow was breaking down.

KEY INSIGHTS
Managers were not struggling because they lacked information. They were struggling because the information and evaluation inputs were separated. The review workflow required too much context switching, which slowed decision-making and weakened the quality of feedback.

DESIGN STRATEGY
Design principle: context and evaluation should be visible on the same screen.
The key interaction challenge was context switching. Managers needed to evaluate cases while referencing case details, comments, flagged items, and evidence. I proposed a one-screen review workspace with independently scrollable sections so reviewers could move through case context and evaluation inputs without losing orientation.

PROTOTYPING & VALIDATION
During early design reviews, engineering raised concerns about the proposed three-column layout with independent scrolling. The interaction model was unfamiliar and needed to be tested before the team committed to implementation. To reduce risk, I built a high-fidelity prototype that demonstrated the full review behavior: how managers can navigate through the case context, evaluation inputs, leave comments, flag items, and draft states without losing orientation.
 
The prototype helped align product, design, and engineering around the interaction model and gave us a concrete artifact to test with users. I then ran three 30-minute usability sessions with CS managers. The overall workflow was validated, with only minor refinements needed around wording, icons, and content hierarchy.

DESIGN HANDOFF & IMPLEMENTATION
After validation, I finalized the high-fidelity design, annotated the file, and translated the solution into development-ready tickets. To reduce engineering effort, I reused existing components wherever possible and focused implementation on layout changes, interaction behavior, and a small number of component extensions. This helped the team deliver the desired functionality without significantly expanding engineering scope. I continued supporting implementation through handoff meetings, design QA, and follow-up collaboration with engineering.

OUTCOME & IMPACT
The redesigned review flow improved both workflow efficiency and feedback quality.
Managers were able to complete reviews significantly faster while still working with richer case context, comments, and supporting details. The updated workflow also gave agents more visibility into manager decisions through clearer review feedback and notifications.
​

• 2.4x faster review time
• 3x more insights per manager decisions
• +6% CSAT growth
• +8 clients purchased the Review Module within two months after release

CHALLENGES & LEARNINGS
​This project reinforced the value of designing within constraints rather than expanding scope.

• Reusing existing components reduced engineering effort and helped the team move faster.
• Low-fidelity wireframes were enough to make early product and layout decisions before investing in high-fidelity design.
• A working prototype helped resolve engineering concerns and validate a complex interaction model before implementation.
• Usability testing clarified content, wording, and interaction details before development, reducing rework.
• In fast-moving product environments, roadmap discipline matters. When multiple updates are introduced at once, it becomes harder to isolate what changed the user experience.

2.4X

faster review time

3X

insights on manager decisions

+6%

CSAT growth

+8

clients purchased the module
(in 2 months after the release)

TAKEAWAY
This project showed how a mid-flight beta feature can be improved without expanding the scope. 
​By combining focused research, lightweight persona alignment, wireframes, high-fidelity prototyping, usability validation, and component reuse, we turned an adopted but inefficient review workflow into a faster, clearer, and more scalable experience for CS managers and support teams.

​CASE STUDY #2
​Redesigning a Multi-Persona Support Workspace  

Enterprise Workspace · Cross-Product UX
Transformed SupportLogic's highest-traffic page into a scalable workspace supporting multiple roles, case states, collaboration workflows, and shared patterns across products.

Role: Senior Product Designer
Users: CS Managers · CS Agents · Escalation Managers · Support Engineers
Methods: Heuristic Evaluation · Research Synthesis · Workflow Mapping · Information Architecture · Wireframes · Prototypes · Usability Testing
Impact: Improved workflow clarity · Increased cross-product consistency · Reduced implementation risk · Enabled scalable component reuse

​PROBLEM STATEMENT
SupportHub was the most frequently used page across SupportLogic's solution, yet years of iterative development had created usability issues, inconsistent patterns, and significant backlog debt.
At the same time, AgentSX was introducing a new component library with overlapping functionality. The redesign needed to improve a mission-critical workflow, support multiple user roles, and establish reusable patterns across products without disrupting existing customer workflows.
​
MY ROLE
I led the end-to-end redesign of SupportHub, including UX strategy, workflow redesign, information architecture, wireframes, prototyping, usability validation, and engineering handoff. I also helped define requirements, prioritize work, identify dependencies, and sequence implementation.

​​USERS
Primary users: CS agents and CS managers working with support case details, sentiment signals, collaboration, and customer context.
Secondary users: CS engineers, escalation managers, and business analysts who used the page to investigate issues, understand case history, and support operational decisions.

RESEARCH & KEY INSIGHTS​
I synthesized heuristic findings, previous usability research, backlog issues, and competitive analysis across Zendesk, Salesforce, HubSpot, and Monday.com.
The research revealed that SupportHub was not simply a case-detail page. It was a shared operational workspace used by different roles to investigate issues, collaborate, acknowledge customer sentiment, and manage cases throughout their lifecycle.
This insight shifted the redesign from optimizing a single screen to supporting multiple workflows within a unified framework.

DESIGN STRATEGY
Instead of redesigning one page, I designed a flexible workspace that could adapt to different user roles, case states, and product contexts. The solution focused on:

• Establishing a clearer information hierarchy
• Organizing workflows around user goals rather than page sections
• Creating reusable components shared between Core and AgentSX
• Separating foundational patterns from advanced functionality to support phased delivery
• Reducing engineering complexity through dependency-driven implementation

 
SOLUTION 
The redesigned workspace introduced a scalable layout supporting:

• case context and key attributes
• custom fields
• sentiment acknowledgment
• team collaboration
• multiple case states
• responsive layouts
• reusable cross-product components

Rather than solving a single usability problem, the redesign established a reusable foundation for future support workflows across the platform.

VALIDATION & ROLLOUT
Interactive prototypes were used for usability testing, stakeholder reviews, and engineering validation before implementation.
To reduce risk on this high-traffic page, the redesign was released incrementally. Users could switch between the new and previous layouts while the team monitored adoption and collected qualitative feedback to guide subsequent releases.

OUTCOMES
The redesign improved one of SupportLogic's highest-traffic workflows while establishing a scalable foundation for future product development.
Results included:

• Faster task completion during usability testing
• Improved collaboration within Customer Success teams
• Increased sentiment acknowledgments, strengthening data collection for ML models
• Reusable React components shared across Core and AgentSX
• Lower implementation risk through phased rollout and continuous user feedback 

TAKEAWAY
This project reinforced the importance of treating enterprise UX as a systems problem rather than a page redesign. Success came from aligning research, product strategy, engineering constraints, and phased delivery to improve a critical workflow while creating reusable patterns that scaled across multiple products.

'SupportHub 2.X' before re-design

'SupportHub 3.0' after re-design

Designed within the existing product visual language, the redesign focused on workflow clarity, component reuse, and cross-product scalability

< eBay

B-Stock >