Softphone
Enterprise calling software designed to keep essential controls clear during live customer conversations.
- Year:
- 2022
- Role:
- UI/UX Design
- Type:
- Phone Application
- Status:
- Shipped
The Product
A custom contact-center softphone that brought active lines, call states, high-use controls, and supporting tools into one focused desktop workspace.
The compact interface prioritized immediate visibility of active calls and frequently used actions while reducing the visual noise created by multiple lines and dense communication tools. Familiar patterns helped agents understand status and act quickly during live conversations.
The Challenge
Agents needed to manage several active lines and supporting tools inside a compact desktop window while staying focused on the customer conversation.
The interface had to keep call status and high-use actions immediately available, reduce visual noise, support accessibility, and still feel familiar to experienced contact-center teams.
The Process
I contributed from requirements and competitive analysis through interface exploration, design-system application, accessibility review, prototyping, and customer presentations.
Working with two UI designers, a project manager, and the client team, I helped map core call-handling flows, explore layout directions, and refine interaction patterns around real operational constraints. A clickable prototype gave stakeholders a realistic way to review how agents would manage calls, lines, and workspace tools before implementation.
Conclusion
The final direction established a focused desktop phone experience tailored to the client’s contact-center workflow.
The prototype aligned the team around interaction behavior before implementation and demonstrated how multiple lines, call controls, and supporting tools could remain clear within one compact application.