TRANSFORMING GOOGLE'S
CUSTOMER CARE
AGENT EXPERIENCE
PROJECT OVERVIEW
Google's customer care agents were struggling with a fragmented, inefficient interface that forced them to navigate between multiple legacy systems to resolve customer issues. As the senior UX designer, I led the design of a unified agent dashboard that would streamline workflows, reduce context switching, and ultimately improve both agent satisfaction and customer experience. This transformation was a critical success factor in securing a multi-year contract extension with Google, solidifying a long-term strategic partnership built on demonstrated value and trust.
THE CHALLENGE
- • Cluttered, inefficient agent interface design
- • Multiple legacy systems requiring constant context switching
- • Poor information architecture hindering productivity
- • Agent frustration leading to high turnover rates
- • Inconsistent customer experience across channels
THE SOLUTION
- • Unified agent dashboard consolidating multiple systems
- • Streamlined information architecture and workflows
- • Context-aware interface reducing cognitive load
- • Comprehensive user research and testing approach
- • Scalable design system for consistent experiences
THE IMPACT
- • 50% reduction in agent context switching
- • Multi-year contract extension secured
- • Improved agent satisfaction and retention
- • Enhanced customer experience consistency
- • Streamlined training process for new agents
APPROACH & PROCESS
1. Competitive Analysis
Conducted comprehensive analysis of customer service platforms across the industry, identifying best practices and opportunities for innovation in agent workflow optimization.
2. Agent Research & Discovery
Interviewed customer care agents to understand pain points, observed workflows, and identified key inefficiencies in the existing system that were impacting productivity and satisfaction.
3. Information Architecture
Redesigned the information architecture to prioritize frequently accessed tools and customer information, reducing cognitive load and enabling faster issue resolution.
4. Design & Prototyping
Created interactive prototypes showcasing the unified dashboard experience, focusing on workflow efficiency and contextual information display for enhanced agent productivity.
5. Stakeholder Collaboration
Engaged closely with Google's customer care leadership, product managers, and engineering teams to ensure technical feasibility and alignment with business objectives.
6. Implementation & Testing
Conducted comprehensive user testing with actual customer care agents, iterating based on feedback to optimize the interface for real-world usage scenarios.
Confidential Project
Due to Google's confidentiality requirements, detailed design artifacts and screenshots cannot be shared publicly. This case study focuses on the strategic approach, methodology, and quantified business impact achieved through the customer care agent dashboard transformation.
KEY DELIVERABLES
Unified Agent Dashboard
- • Consolidated interface replacing multiple legacy systems
- • Context-aware information display
- • Streamlined workflow navigation
- • Real-time customer interaction tools
Interactive Prototypes
- • High-fidelity Figma prototypes
- • User flow documentation
- • Interaction specifications
- • Responsive design considerations
Detailed UX Roadmap
- • Implementation timeline and phases
- • Feature prioritization framework
- • Performance metrics and KPIs
- • Future enhancement opportunities
Design Specifications
- • Comprehensive design system guidelines
- • Developer handoff documentation
- • Quality assurance testing protocols
- • Accessibility compliance standards
RESULTS & IMPACT
TOOLS & TECHNOLOGIES
Design
Figma, Sketch
Research
UserTesting, Hotjar
Prototyping
InVision, Principle
Collaboration
Slack, Google Workspace
LESSONS LEARNED & REFLECTIONS
Enterprise UX at Scale
"Working with Google taught me that even small efficiency gains can have massive impact when multiplied across thousands of agents handling millions of customer interactions."
Designing for enterprise users requires a deep understanding of their daily workflows and pain points. Every interface decision affects productivity, job satisfaction, and ultimately customer experience.
User Research in Enterprise Environments
Conducting research with customer service agents required careful coordination with operations teams to avoid disrupting customer service. The insights gained from observing real workflows were invaluable for creating truly useful solutions.
Building for Long-term Partnerships
The success of this project led to a multi-year contract extension, demonstrating that delivering measurable value through thoughtful design creates lasting business relationships and opportunities for continued impact.