EdgeLink: Phone Manager

Role:

Product Designer

Company:

Diverse CTI

Scale:

Responsive Web and Mobile Interface

Background:

EdgeLink is a telecommunications tool built on multiple open-source frameworks to host phone system configurations for internal testing and customer support. The owners desired to create a customer-facing UI to market and sell with the feature set they currently had available.

Challenge:

Edgelink had an auto-generated interface composed of base HTML components. This interface created an incoherent experience that users found difficult to navigate and use. I was asked to design a neu-morphic interface scalable across mobile and desktop devices. The UI needed to support 10+ features.

Process:

I met with Stakeholders to understand the full scope and purpose of the features. Together we decided which features to carry over into the redesign. Through a fluid, long-form conversation over Zoom (Pandemic Days), I came away with a deep understanding of both the business and user needs.

Hypothesis:

By providing users (internal teams, sales teams, and call centers) with the tools to manage their all-encompassing call activity and provide tools for an on-the-go flexible and remote environment, teams will have better employee retention.

Results:

Development has recently been completed, and I’m anxiously anticipating the results.