As UX lead I learned the systems our call center people used on a daily basis: documented pain points, mapped out inconsistencies and duplicative workflows as part of the enterprise-wide technology transformation effort.

Below is the visual artifact created, mapping the 80 different applications the contact center personnel were using. Our goal was to reduce this by 10% in11 months, eventually moving all functionality into one internal platform.

UI update for call controls: bigger targets, clear hover states, eliminating clutter (unused actions) and preventing error with thoughtful design and placement. 

I created persona illustrations as I got to know the call center team through observation and surveys. Visualizing all the raw data, and turning it into infographic posters that could be hung and shared was a great exercise in building empathy with my team.