Creation of a new user-based call center platform.

With the UX/UI approach, we overcame challenges, achieved remarkable milestones and strengthened the Numintec team's autonomy in IT development.

Numintec contacted us to propose a new design for its product: a contact center platform focused on different types of users, including telephone agents, contact center supervisors and administrators. The objective was to integrate three different platforms into one, modern and focused on improving the user experience. The existing platforms responded to different needs and users, had obsolete structures and designs.

This update seeks not only to visually renew, but also to optimize interaction and operational efficiency, marking a milestone in Numintec's technological evolution.

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We address this challenge with a multidisciplinary team, integrating key roles such as a project manager, UX/UI specialists, a product owner and a front-end developer, all actively collaborating.

We follow a series of steps in the design and UX improvement process:

1. Study of the 3 platforms to be unified and creation of user personas.
2. Organization of the project in blocks of functionalities prioritized by business.
3. Definition of a Style Guide (Design System) to ensure graphic coherence and be the basis of the platform's UI design.
4. Workshops with the customer's product owner for the definition of user flows.
5. Development of sketches (Low-fi) of the screens.
6. Detailed design (HiFi) of the screens.
7. Creation of the Frontend code for the screens.

Our success was based on a well-coordinated workflow, powered by fluid communications and updated documentation in tools such as Jira and Confluence. We carry out an in-depth analysis of existing platforms, taking into account the needs and complexities of each type of user.

Working hand in hand with the customer's product owner, we meticulously redesigned the platform to achieve a unified, intuitive and modern interface. An essential part of the process included the organization of the project into prioritized functional blocks, the creation of a Design System to ensure visual coherence and the joint definition of user flows.

The use of Storybook was crucial for visualizing and sharing UI components, allowing for iterative development aligned with customer standards. In addition, we hold workshops with Numintec for transfer knowledge and skills, ensuring that your team acquired the ability to adapt and evolve components autonomously, which reinforced our collaboration and contributed to the success and sustainability of the project.

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