UX Product Designer
Organization Support Redesign – Promethean
Project Overview:
Promethean World’s internal customer support software, used by global teams, was outdated, lacking in functionality, and misaligned with the company's current design system. The platform required both a UI refresh and a functional overhaul to meet modern standards and improve the user experience.
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The Challenge:
The primary goal was to redesign and improve all areas of Org Support. My key responsibilities included revamping critical features, Masquerade and Org Request Submission Processing, as well as leading communication with the development team. I was tasked with staying up to date on all designs, including areas I didn’t directly contribute to (Organizations, Applications, Devices, Users, Licenses, and Activity Log), and relaying essential updates and resolving technical issues throughout the process.
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My Role:
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-User Research:
I conducted in-depth user interviews with Promethean’s internal support team—call agents, escalations, and managers—to identify pain points, friction points, and opportunities for growth.
- Persona Development:
From these interviews, I created detailed user personas, becoming the primary point of knowledge about users for the team and guiding design decisions.
- UI Update & New Features:
Using Promethean’s updated design system, I revamped the UI and proposed new pages and functionality based on users’ needs and expectations.
- Design Deliverables:
I developed user journeys, wireframes, mockups, and prototypes. Additionally, I worked closely with developers, providing hi-fidelity designs and ensuring smooth handoff.
- Cross-Team Communication:
Beyond design, I led communication with developers, addressing technical constraints and guiding updates across all project areas.
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The Outcome:
- The redesigned Organization Support software was fully integrated with 100% adoption and positive feedback from the internal support team, significantly improving global customer support experiences.