Call Center Application Prototype

UX Architecting and designing a call center application form concept to completion.


Cross Country Home Services initiated an effort to modernize and overhaul their current call center application. With over 100+ agents, CCHS was looking for a custom solution that would use modern technologies, improve processes, and reduce the training and call time average per agent.


I was able to provide onsite support services which included User Research, Product Management, UX Design and UX Architecture and conducted a series of user testing sessions throughout the project. The approach was to instill a data-driven process throughout the organization, understand how agents use the current system, and work with team members and developers to architect, design, and validate an application that was user-friendly and met each department’s individual key metrics or goals.


Throughout the project I was able to facilitate many workshops with team members to define the UI and the user flow. Workshops included developers, managers, business execs, qa engineers, and much more. Due to this process we were able to capture many requirements, which led to a robust solution.


Being true to our data-centric approach, we made sure we validated each stage in the design process. It was crucial to validate our wireframes and interactions, while also observing the users behaviors focusing on eye movement, hand, and keyboard action, along with task completion speed and ease of use.


Entering the final stages of our design phase, we set out to integrate back-end services and serve content as realistic as possible. Simulating the final testing sessions of our visual design phase.

After successful completion, we were able to wrap up the project and assist in the transition and ongoing support throughout the rest of the stages in the product lifecycle.