Challenge

Internal call center application used to schedule medical assessments had accumulated features over a decade without considering user experience. Aging tabbed interface required agents to navigate to different tabs for every action, limiting assessment scheduling capacity and productivity.

Approach

Conducted user research with call center agents, treating internal employees as legitimate users rather than relying on management assumptions. Created current vs. updated user journey maps to understand workflow changes. Designed single-page interface consolidating essential functions and eliminating tab navigation.

Outcomes

• Record-breaking scheduled visits within 30 days of launch

• 3x increase in scheduled assessments within 90 days

• Single-page workflow eliminating multi-tab navigation inefficiencies

• "We broke the record for scheduled visits!" — Head of Call Center Operations

What Made This Work

Deep Dive research with actual call center agents revealed that the tabbed approach was the primary productivity bottleneck — not the features themselves. Consolidating workflows into a unified interface and eliminating unnecessary navigation tripled efficiency without requiring agents to change their core processes.

Design Progression

Research coding to drive redesign