CS partner desktop: a platform migration
About this project
Project overview:
This project is a desktop application customer service agents use to help hotel and property partners with tickets, notes, and support history. The company decided to consolidate several internal tools onto a single platform called Pega, moving this tool over from its original system.
In practice, most of the actual functionality still runs on the old system's services behind the scenes Pega just became the new front door.
it meant replicate a huge amount of existing logic and screens inside a platform that worked differently.
My role:
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Designed the full desktop experience, translating the existing product's information architecture into the new platform's design system components and constraints
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Conducted user research (interviews, shadowing) with customer service agents post-launch to evaluate the result
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Built and presented the case to stakeholders for a process-level redesign, not just a UI refresh
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Interface design
CS Agent console for Property
Three-column layout, consistent with the old system , preserves the existing mental model for agents already familiar with the legacy tool, reducing retraining and relearning effort during the transition.
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TICKETING TOOL
Multi-ticket creation : the panel lets an agent add more than one ticket at once (via "Add another ticket"), rather than submitting one issue at a time.
Issue logging space : it's where the agent documents a problem they've identified during a case, capturing the ticket title and optional details.
Notification mechanism : creating a ticket here notifies the relevant internal team (e.g. Finance, as seen in the linked notes) that an issue needs their attention.
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REFERENCE & HISTORY TOOL
Collapsed by default, implemented to avoid calling the API for every widget on page load to avoid slower response times. This backend constraint then shaped the design.
Holds static reference data: property, payment, contact, and partner information, plus notes and activity timeline. Agents use this area for their primary investigation, to understand the partner's problem and context.
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EMAIL TO PROPERTY
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Repositioned above the reference panel so agents can reference open notes (e.g., reservation IDs, dispute reasons) while drafting emails.
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Prevents workflow breaks: Both email compose and info/notes panels stay open simultaneously.
Post-Launch Observations
Once agents started actually working in the new system day to day, the gap between "migrated successfully" and "usable in practice" became clear.
Broken scanability
Before, agents could scroll once and see a guest's whole history. Now every month is hidden until you click it open.
Progressive disclosure misapplied
Hiding detail behind a click is fine for things you rarely need. Here it's hiding the exact information agents need on every single ticket.
Increased interaction cost
What used to take zero effort now takes one click per month of history (4–6 extra clicks per ticket), adding up significantly across every single case.
Working memory burden
With nothing staying open, agents have to keep track in their head of which months they've already looked at.
Post-Launch Research
Why this workshop happened
Agent feedback signaled a major gap post-launch. I built a stakeholder presentation to make the operational problem visible and concrete.
What the research involved
Conducted 5 agent interviews and 5 shadowing sessions to observe actual task flow and synthesize core pain points.
Themes synthesised from the research
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These themes were reframed as a new set of Jobs to Be Done — moving the conversation from "the UI is broken" to "here's what agents are actually trying to accomplish, and where the current process fails them.
Key Takeaways & Next Steps
Let's talk.
Tel. +31 644 14 2251
Gmail : schtnbiswas@gmail.com
Let's talk.
Tel. +31 644 14 2251
Gmail : schtnbiswas@gmail.com