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Shell

As a Senior Product Designer at the Shell Agile Hub, I worked on a global backend order tracking platform used by call centre teams across multiple regions. The goal was to improve efficiency and live call resolution at scale.

Role

Senior UI Designer

Duration

1 year

Impact

Increased live call resolution by 20%

Pain Point

Call centre agents struggled to quickly locate accurate order information during live calls, leading to longer handling times and lower resolution rates. The existing UI lacked clarity and did not align with Shell’s evolving design standards.

Solution

I overhauled the UX and UI using Shell’s design system, refining information architecture and interaction patterns to better support agent workflows. I led multiple rounds of usability testing with users in Poland and the Philippines, using rapid prototyping and continuous feedback to iterate designs throughout the build.

Outcome

The redesigned platform increased live call resolution by 20%, enabling agents to resolve customer issues more efficiently. Improved clarity and access to relevant data reduced follow-up calls and improved overall customer support performance.