Full Redesign (UI, UX, Architecture & Framework)
Twilio Flex
The resdesign of Twilio Flex was our approach to competing with other cloud-based contact centers who provided clear tools to Agents when responding to calls, emails or live messages.
Redesign Challenge
Twilio needed to seize an opportunity to convert on-premise Contact Centers to a simple cloud-based alternative, which supplied many of the same capabilities they'd customized into bespoke solutions. Our team set out to determine not just the right feature set and capabilities required to leverage CRM data and AI insights, but also the means in which we could present this in a tool Agents would love to use continuously as one single pane of glass during throughout their working hours.
The project included phases to plan research, review progress with users, and documentation to set new precedents for customer-support interactions. The previews to the right are expanded below.
Research & Activities
The design team began with workshops on how to achieve an improved user experience while supporting new capabilities. Researh activities are outlined above, and to the right is a preview from one of our workshops focused on user needs from tool-based perspective (Mechanics) and from a means of enjoying their work - during years of high-churn in this kind of workforce.
Vision & Feedback
Before the team had precise pixels, we needed input from our largest stakeholders, fortune-500 companies who would be adapting their ways of working with our software improvements. The video above highlights how conversations would be stitched together with AI and CRM capabilities, and on the right is an artifact from our feedback session with one of these customers. We mapped their user journey against our solutions to best build a tool that meets all of our users' needs.
Componentization
Leveraging a design system, and components was not sufficient for this work - the team also needed to build a highly configurable layout for customers to hide or utilize tools as they saw fit.
With customers being accustomed to great amounts of configuration - we needed to define which aspects of the UI were locked, and which were more modular.
Design System scaling
Research indicated that given the 6-8 hours Agents spent using this software daily, a dark theme would be advantageous for eye strain. As the team finalized visuals in our overall UX we leveraged our design system from the start to easily apply a dark theme to the interface.
