HR Software Suite
for the Call Center Industry

METHODOLOGY

Design Process

USER RESEARCH

User Interviews

To gain a better understanding of user needs, I conducted user interviews. I spoke with users to explore their daily workflows, identify pain points, and uncover moments where they were losing time and effort. During these sessions, I gathered detailed notes on their challenges and frustrations, as well as insights into what was working well. Based on these findings, I began outlining potential solutions that could improve their efficiency, reduce repetitive tasks, and create a smoother overall experience.

Backoffice Portal (Administrative operations)

The Backoffice Portal is an administration platform designed for managing the entire system from a central location. It provides administrators with powerful tools to oversee operations, configure settings, manage users, monitor activities, and ensure smooth day-to-day business processes.

After testing with users, we introduced several improvements to the Employee List page:

• • Enhanced filters for faster and more accurate searching.
• • Grouped related actions to make workflows clearer easier to follow.
• • Improved visibility between active and inactive employees, making status distinctions more obvious.
• • More prominent call-to-action button as main CTA.

These changes were guided directly by user feedback and are aimed at making the page more intuitive and efficient for everyday use.

BEFORE

AFTER

Self-Service Portal (Employees portal)

Since all the core functionalities were already in the back-office system, stakeholders suggested building a self-service portal for employees. We conducted interviews with employees, and the feedback was very positive—they felt empowered by having all their essential information and requests in one place, improving both employee satisfaction and administrative efficiency.

Key features:

Essential Change

During user testing, employees found the existing clock-in widget difficult to use and shifts with multiple pauses could quickly become confusing and widget was taking more and more space. Based on this feedback, we kept the main functionality in its original location for easy access, while moving detailed shift information into the dashboard, where employees could edit shifts in a clear modal view if necessary.

✨ • Clock-in functionality where employees could log their working hours seamlessly

BEFORE

AFTER

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Client portal (For external clients)

It's designed for clients of limo companies where our agents are working with. Through this portal, clients can easily access employee statistics, review and download invoices, check the work schedules of their employees, monitor shift coverage, and manage user accounts within their organization. It brings transparency, simplifies communication, and gives clients full control over their workforce data in one place.

Key features:

✨ • The dashboard gives clients a quick overview of employees' workforce, showing how many employees worked each day, overdue hours, and new hires—providing clear insights into performance at a glance.

✨ • Clients can easily view all their invoices in one place, including the amount, status, and remaining balance. This feature gives them a clear financial overview and supports their administration by simplifying expense tracking and payment management.

✨ • Clients can view their employees in a calendar view, seeing exactly how many and which employees are working each day. They can also track who is on vacation or sick leave, monitor overtime, and get a clear overview of workforce availability at a glance.

✨ • The Shift Coverage feature gives clients a visual overview of the busiest hours, helping them understand workforce demand throughout the day and week. With daily and weekly views, clients can quickly identify peak times and ensure proper staffing.

Design System

For our Backoffice apps, we began with Telerik & Kendo UI Kit, which let us move quickly using low-fidelity wireframes and predefined components instead of detailed prototypes. This streamlined collaboration between designers and developers.

As the product matured, we switched to PrimeNG for more flexibility, richer styling, and a refined design system, enabling a polished and modernized UI/UX.

For the Client and Self-Service Portals, we used a lightweight, responsive foundation to quickly deliver accessible, user-friendly interfaces.

LOOKING BACK

Reflection and Lessons Learned

✨

The Power of Copy

Copy can significantly impact understanding. Everything from one-word button labels to multi-sentence subheadings shapes how users interpret and experience a product.

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Continuous Testing & Feedback

Test early and continuously expose designs to users. Frequent feedback ensures the product reflects real user needs rather than assumptions.

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Clarity Through Simplicity

Complex systems can overwhelm both designers and users. Stripping ideas down to their essentials creates clarity, reduces friction, and helps people achieve their goals with confidence and ease.