Care and Retail agents had to make accurate decisions during live customer conversations while navigating dense combinations of products, packages, subscriptions, pricing, discounts, equipment, and eligibility rules. The interface needed to reduce interpretation burden without hiding the operational logic agents depended on.
The challenge extended beyond a single screen or flow. New-account and existing-customer journeys had to account for package eligibility, current versus new subscription states, upgrade and removal behaviour, discount conditions, entry points, and downstream cart or order-review effects. A decision in one part of the journey could change what an agent should see or be able to do next.
On a consultancy engagement through mobileLIVE, I owned UX and UI direction for key sales and service workflows, with substantial responsibility for subscription and add-on experiences. I mapped edge cases, created high-fidelity prototypes, facilitated design reviews, and partnered with product and engineering to turn operational rules into implementation-ready behaviour within the established design system.
Model the experience around reusable product states and rule-driven interaction patterns rather than designing one-off screens for every package combination. That meant defining how eligibility, current versus new services, discounts, upgrades, removals, and cart consequences should behave consistently across related journeys.
The subscription experience moved into production with reusable interaction patterns for adding, changing, upgrading, and removing services across multiple account and package scenarios. The work also established clearer state logic that could be carried across related sales and service journeys.
This project includes more sensitive client-specific material and requires approval before access is granted.
REQUEST ACCESSOnce approved and verified, you’ll get 24-hour access to this restricted case study and all controlled case studies.
