Transforming service operations through strategic UX partnership

A major utilities and telecommunications provider engaged us to elevate customer experience and operational efficiency across their call center and field technician workflows. Their existing systems hindered productivity and customer satisfaction; call center representatives (CSRs) faced inefficient order-entry processes, and field technicians lacked timely access to accurate customer data, resulting in delays, errors, and increased costs. The client needed more than tactical usability fixes; they required a partner who could uncover behavioral insights and collaborate on sustainable, system-level improvements aligned with their broader business goals and long-term impact.

We took a hands-on, immersive approach. We conducted contextual inquiries with field technicians as they processed install, repair, and service requests, capturing real-world constraints and uncovering moments of friction. In the call center, we observed CSRs and facilitated collaborative design sessions to identify workarounds that could be leveraged as design improvements.

Through this integration with the client’s teams, we delivered targeted interface enhancements for both CSR and technician systems, streamlining order entry and ensuring that technicians received accurate, timely information in the field.

Rather than stop at surface-level usability tweaks, we aligned our work with the client's strategic goals: improving customer satisfaction, reducing operational inefficiencies, and increasing employee productivity. Our human-centered approach brought hidden inefficiencies to light and transformed informal workarounds into formalized, scalable solutions. Because we partnered closely with the client’s internal teams, our recommendations were implemented quickly and with buy-in across departments.