Redesigning a complex service workspace for faster, clearer and more efficient customer interactions.
The platform supported specialists throughout customer calls—from reviewing account information and outstanding payments to collecting payments, scheduling commitments and updating customer details.
The system was central to the specialist's working day, making small usability issues costly when repeated across dozens of interactions.
The challenge: more information didn't necessarily mean better support.
The workspace had everything—but finding the right thing took effort.
Our evaluation identified recurring friction across the experience:
Too many tabs, controls and competing information areas.
Important actions were not always visually prioritized.
Frequently used actions could require additional navigation.
Specialists frequently switched between Overview and Account Details.
Some tasks required interpretation, calculation or repeated input.
Make the right information and action available at the right moment.
The interface wasn't aligned with the way specialists actually worked.
Specialists frequently moved between Overview and Account Details, while other sections were used much less often.
The Action Panel was critical, but actions weren't prioritized according to usage. Payment Center, for example, was frequently used but hidden inside a dropdown.
Important customer information required scanning and interpretation rather than quick recognition.
Panels and supporting content competed for valuable screen real estate.
The problem wasn't lack of functionality. It was lack of prioritization.
From “show everything” to “show what matters now”
The redesign was guided by four principles:
Surface the information and actions used most often.
Show relevant content based on the current task.
Reduce visual and cognitive complexity without removing useful functionality.
Move frequently performed actions closer to the moment they are needed.
Design for the specialist's workflow—not the system's information architecture.
We explored both transformation and evolution.
A broader rethink of the workspace:
An incremental approach focused on improving the existing experience:
Instead of giving every section equal visual weight, the concept prioritized the areas specialists accessed most frequently.
Navigation: Overview → Account Details → Supporting information. Less frequent content could be pulled in when required rather than occupying permanent space.
Flexible workspace: floating panels and drawers could automatically hide or expand, giving the primary content more room when needed.
Result: less clutter. More focus. Better use of screen space.
The Action Panel was redesigned around frequency and importance.
Frequently used payment actions were surfaced instead of being hidden in secondary navigation. Less important actions were grouped together or removed from the primary workspace.
Some payment-planning tasks required specialists to mentally calculate amounts and map them across future dates.
CalCalendar: a combined calculator + calendar concept could Calculate → Split → Schedule → Adjust — distributing payment amounts across future dates while allowing the specialist to modify the proposed plan.
Why it matters: instead of making the specialist perform the calculation mentally, let the interface do the repetitive work.
The redesign explored visual ways to help specialists recognize important customer and performance information faster.
Customer Indicators: replace text-heavy information with clearer visual representations.
Monthly Average Trends: make patterns visible through trend visualization rather than requiring users to interpret rows of numbers.
Collect-O-Meter: create an at-a-glance view of collection progress and performance.
The shift: Read → Interpret → Decide becomes See → Recognize → Decide.
From an information-heavy interface to a task-focused workspace.
From navigating the system → to working through the task.
Better enterprise UX isn't about removing complexity. It's about managing it.
The concepts demonstrated how a complex service platform could retain its depth while becoming more focused and efficient.
Prioritized — information and actions were organized around real usage.
Simplified — visual and interaction complexity was reduced.
Contextualized — supporting content appeared when needed.
Accelerated — frequent tasks moved closer to the specialist's workflow.
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25+ years leading product design for banking, insurance, energy and SaaS teams. Tell me what you are building and where it is stuck.
© 2026 | All rights reserved
