Dive into customer details and resolve support requests faster
Monitor team performance and identify bottlenecks early
Why invest in redesigning the portal?
Lack of visibility into agent activity and performance for supervisors
Inefficient for agents to switch between tasks
Harder for new team members to onboard
challenge #1
challenge #2
challenge #3
I keep switching between screens just to complete one call. It breaks my focus every time.
Agent
The interface shows me too many things at once. I don’t know what’s important.
I don’t know how my team is spending their time unless I ask them one by one. There’s no quick way to check who's productive and who needs support.
Supervisor
I have to start taking calls from day one because we’re short-staffed. I barely get time to learn the system, it takes me days to figure things out.
Agent
Agent
Crafting interactions and components
Propelling the customer support experience to world-class standards
reduction in average resolution time across support workflows
32%
tickets resolved in the first week following launch
563
new agent onboarding time, down from 45–50 minutes
15 min
Avhan is a multi-channel CRM used by customer support teams to handle calls, chats, and follow-up tasks. The redesign streamlined fragmented workflows into a single dashboard, enabling agents to stay focused while giving supervisors clear insight into productivity and team health.
Unified CRM Experience for Agents and Supervisors
Company
Avhan Technologies
7 Months
Duration
1 Designer
1 Product Manager
5 Engineers
Team
Figma
Storybook
Notion
Miro
Tools
Sole Product Designer
Revamped User flows & IA
Created UI kits with responsive and configurable components
Addressed code ⎯ design discrepancies
An icon-first navigation ranked by frequency of use, designed for agents who live in the tool through their shift.
At-risk tickets surface to supervisors before they breach, with one-tap reassignment.
Compact priority and channel tags let agents scan the entire queue without slowing down.
The customer's full account history surfaces the moment a ticket opens, removing the lookup step entirely.
Policy-matched next steps that an agent applies in one tap, with the human always in the loop.
A running read on tone, flagging the moment a call shifts so the agent can adjust mid-conversation.
A live SLA counter shifts colour as breach approaches, turning triage into a glance instead of a calculation.
Category
Previous Terms
Revised Terms
Design Rationale
Status Labels
Navigation Items
Graph Legends
Search Bar Placeholder
Resolution, Transfer, Network Loss
Library, Location, Reports
Issue Resolved, Call Transferred, Connectivity Issue
Help Center, Agent Location, Performance Reports
Active, Solving Issues, On Call
Clarity and User-Friendly Language
Technical terms like "Resolution" or "Transfer" require contextual understanding. Clearer phrasing aligns better with users’ mental models of what’s happening.
Library, Location, Reports
Search Subscriptions
Search customer, ticket, or call log
Findability and Familiarity
Label names reflect backend architecture, not user goals. Revised terms align with what users seek on the platform.
Interpretability and Role Framing
Graphs should reflect real-world actions in agent language. Renaming segments makes agent activity easier to understand for supervisors.
Task-Based Prompting
Original label is vague and backend-driven. New text suggests real tasks users typically perform, reducing hesitation.
UX Copy Audit
Manage calls, conversations, and follow-ups from a unified dashboard