Shell

1.0 Problem

Shell’s internal order tracking system was used by call centre teams to resolve customer queries but the outdated interface and fragmented data made it hard to quickly find the right information. This led to lower call resolution rates, longer handling times, and unnecessary strain on support teams. The goal was to redesign the interface to improve data visibility and enable call centre agents to resolve more queries on the spot.

2.0 Discovery

I inherited the project partway through, joining at a point where detailed wireframes had already been created and early feedback gathered. My role was to lead the remainder of the discovery, validate assumptions through user testing, and drive the UI overhaul. I worked alongside stakeholders to identify pain points and prioritise improvements, while ensuring alignment with Shell’s new Agile Hub design system.

3.0 Prototyping & Testing

Once we had aligned on functionality, I built high-fidelity prototypes using the updated design system. These were tested with users in the Philippines and Poland, both remotely and on-site. Testing focused on improving speed, clarity and decision-making. Feedback loops were embedded throughout the process, enabling rapid iteration and co-creation with our users.

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4.0 UI & Developer Handoff

Working hand-in-hand with two developers, we ran daily build reviews to ensure a tight feedback loop between design and development. This real-time collaboration allowed us to spot gaps early, tweak components in flight, and even deploy test versions to get additional live user feedback without relying solely on prototypes.

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