Single Agent View

Productivity Tool for Customer Support Team

At Razorpay, customer support agents juggled through 10+ portals to understand and resolve a query. This led to higher resolution times and an overall poor CX. To solve this problem, a brand new platform called ‘Single Agent View‘ was conceptualized. The objective of this platform was to enable the entire resolution journey within a single unified interface.

Deliverables
User Research Insights
Wireframes
Interactive Prototype
Usability Testing Report

Duration
10 Weeks

My Role (Solo Designer on project)
User Research
UX Design
UI Design

Early Impact
In the first month, the new platform reduced the ticket handling time by 40%.