Business challenge
Dive was a modular call-center platform used by banks, insurers, and utility providers across Central Europe. It had been in production since 2018 and offered more than 30 modules, but customers struggled with steep onboarding, fragmented workflows, and an outdated interface. Agents often had to dig through hidden settings, change their status manually, and jump between multiple screens just to create a single ticket.
This led to long onboarding times for new agents, slowing overall service speed. The support team also faced a heavy load of UI-related tickets, while supervisors lacked clear visibility into team performance and SLAs. The product needed a clean, unified experience that let agents complete tasks in seconds, reduced support demand, and provided managers with real-time insight—otherwise, churn and productivity losses would continue to grow.
”If we strip the product down to what people actually use and give them a guided, consistent experience, we'll dramatically cut onboarding friction and boost productivity.
M., Product Manager, Client
Design challenge
Unify a sprawling UI and consolidate dozens of module‑specific controls into a single, coherent design language without breaking existing integrations. Guide users through the most‑used flows and identify the handful of modules that 80% of agents actually use and create a wizard‑driven onboarding that eliminates unnecessary steps.
Build a reusable visual foundation, a Material‑based design system that could serve the whole product family (email, tasks, dashboards) while meeting accessibility contrast and font-size requirements. Translate research into concrete product decisions and turn both quantitative survey data and qualitative journey maps into actionable UI patterns and roadmap items.
Story
I took part as the UX researcher, designing and carrying out a mixed‑methods study that combined a questionnaire answered by 139 respondents, nine in‑depth user interviews and four customer‑journey maps. The research identified the seven modules that agents used most frequently and highlighted the biggest sources of friction in the existing workflow. Most users were young, tech-savvy, and relied heavily on a handful of modules — yet the UI forced them through unnecessary theme tweaks, manual status changes, and disjointed ticket creation.
As the design‑system architect, I built a Material‑based system from scratch. The system contains more than 40 reusable components and 2- interaction patterns, such as a status bar, smart‑search field, wizard‑style onboarding steps and a responsive grid. All elements follow a 14 px body baseline and meet accessibility requirements.
For feature delivery, I led the implementation of the Email and Tasks modules using the new design system. I integrated the UACD persistent, color‑coded status bar (green = ready, yellow = break, red = on‑call), which replaced dozens of hidden toggles. Smart search auto-fills ticket fields as soon as a client name is typed, pulling related records and suggesting ticket type and priority.
I translated the research findings into a clear product roadmap, prioritising the seven high‑impact modules for the MVP. The components I created were added to the shared React library, making them instantly reusable across the entire Dive suite.
Supervisors received a unified dashboard that displays real-time KPIs—average handling time, queue length, escalation count—and lets them drill down to any agent or ticket with a single click. A robust notification engine pushes alerts for status changes, SLA breaches and escalations, all configurable per role.
I collaborated closely with a project manager, a business analyst, two senior UI/UX designers, a lead front‑end engineer and three front‑end engineers. This close teamwork ensured that the design intent was accurately implemented in code and that the design system was adopted consistently.
Results
By using real user data to guide product priorities and building a clear, component-based interface, the Dive platform changed from a complex group of modules into a simple, user-focused call-center solution ready for the future of customer service. The clear improvements in onboarding time, support effort, and management insight lead to higher agent productivity and lower costs for Dive’s business clients.
