Agent Console
Salesforce Service Cloud
Background
When I led the Service Cloud UX team, the Agent Console was effectively delivered as a kit of parts. Customization was assumed to be the final product, leaving customers and partners without a clear best-practice experience. To make the problem legible across engineering, product, and executive teams, I used a simple visual metaphor: we were shipping a box of bicycle parts, not a working bicycle. My role extended beyond design execution to building shared conviction around the need for a complete, opinionated system.
Outcome
I secured resources and aligned designers, researchers, and stakeholders to define a fully functional agent console that worked out of the box while remaining deeply customizable. The project established a shared UX baseline for Service Cloud, improved partner implementation, and resulted in multiple UX-focused patents for its structural and interaction innovations. Building on this work, I went on to found a UX design practice, designing multiple call centers and large-scale, highly productive environments organized around complex information flows.
UX Related Patents:
Agent Console
