This is Aspect’s flagship cloud product for enterprise contact centers - a full R&D pivot of numerous existing legacy/rich clients and web clients to an integrated cloud offering presenting all products within one UI (and representing a mammoth task of UX unification and reimagination!). We built a multi-screen application which has become mission-critical to customers worldwide running 24/7/365 operations, in some cases with tens of thousands of users across various roles. Deployed to AWS, Google Cloud and MS Azure running on zero downtime.

To provide a customer experience that is truly best-in-class, you need to provide a consistent experience across channels and touchpoints, while taking your customers’ preferences and history into account. My team and I designed this cloud contact center to give users the features they needed to give thier customers the experiences they demand, across inbound and outbound voice, email, SMS, chat and socials.

My team and I set out to create a single source of truth for Aspect Software frontend components to help developers drive UI/UX consistency across R&D initiatives. All UI components were developed in-house in three  frameworks: Angular, React and Vanilla JS. We used Vue.js to create the site itself.

All components are fully baked with WCAG-compliant code for users with accessibility requirements, and includes all necessary code, relevant best practices, Dos and Don'ts and design specs. Our initiative proved to be very successful, measurably reducing developer overhead, unifying disparate products and massively helping ramp up both new joiners and external development teams when required. In doing so it also reduced my team's expenditure on one-off requests for assistance or design guidance - a win for all involved!

This was a desktop and mobile web client redesign of Aspect’s long-established and market-leading rich client application, Workforce Management. We adapted our new company design language (VIVID) to rebuild this application for the modern era and create new UI/UX patterns and components to set the standards for all other application designs and redesigns.

Workforce management solutions increase productivity for millions of agents worldwide while enhancing their work lives every day – managing their schedules on mobile and desktop applications. This results in more engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost. A clean, instinctively understandable UX plays a vital part in realising these gains.

"Press 1 for... Press 2 for..." yes, this is the application that creates the Interactive Voice Response (IVR) systems you encounter when you contact customer support providers.

Challenged with a complete redesign of a web client for Aspect’s CXP Pro, we radically changed the UI/UX: previously a basic flow chart UI, we added full drag-and-drop and keyboard-friendly options for both advanced and basic users.

The final product empowers enterprises to deploy contact center & customer engagement self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach.

This project was a design reskin along with integrated dashboard design and development to incorporate an acquired product into a current suite of cloud products built on different frontend frameworks and design languages.

Alvaria Motivate is a unified employee engagement platform designed to increase agent productivity and reduce attrition in call centers. Motivate leverages game mechanics across the employee generational spectrum to ultimately align the company’s objectives with its employees’ activities. This presented a very particular set of challenges and opportunities in that the UX we were tasked to provide had to speak to its users in a different manner from most enterprise applications, maintaining usability while also offering a sense of personal engagement and even fun.

Our solution’s unique approach creates equity and normalizes KPIs across disparate groups and campaigns, and includes built-in redemption tools to quickly deliver rewards.

Here we designed and helped build a fully drag-and-drop dashboard designer for Aspect’s Via product to allow Administrators to create radically different dashboards for specific users groups.

Given the variety and dynamic variables in this multi-user and mulit-role contact center, from agents through to executive level, there was much value-add to explore and implement, such as dashboard widgets which can be served up with dozens of different bold and contemporary data viz designs, based on a user's credentials and the overall use case.

One of those foundational but vital patterns that permeates so much of our user experiences, this multi-level navigation system offers intelligent search as you type functionality, a "favourites" selection capability to allow users to create their personal custom navigation for most-used links, alterative navigation views and link nesting up to 7+ levels.

This replaced existing navigation designs that suffered from shortcomings such as a two-level limitation, or restrictions on the number of links that could be added to each section along; others had responsiveness or accessibility issues which we addressed in a ready-to-roll solution which, thanks to initiatives such as VIVID (see left), could be quickly and easily rolled out across the entire Aspect product suite.