Project Overview

At Eghamat24, I led the Redesign of the call center panels for both tour and flight operations. The primary goal was to enhance support team efficiency, simplify reservation management workflows, and reduce operational errors. These panels are the core tools for call center agents, playing a critical role in both user experience and team productivity.

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My Ro‌le

As the Product Designer, my responsibilities included:

• Identifying and analyzing the real needs of the call center team

• Designing and optimizing the internal panels

• Collaborating closely with the development team and stakeholders

• Delivering the final design and supporting the implementation phase

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User Research

To deeply understand the actual needs and challenges of the call center team, I conducted a multi-phase user research process:

• Stakeholder & Support Team Interviews
  I spoke with the support team lead and operators to understand business objectives, high-level challenges, and day-to-day pain points.

• Field Research
  I spent time on-site in the call center, observing agents as they registered, edited, and managed reservations, identifying bottlenecks, time-consuming steps, and common sources of error.

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Key Insights

Based on the research, the core needs of the call center team were:

• Direct reservation creation through the panel

• Comprehensive reservation management, including cancellation, refunds, and data copying

• Simplified workflows and faster task completion

• Quick and clear access to essential reservation information

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Technical Constraints

I conducted sessions with the development team to identify technical limitations and requirements for implementing the panels. This ensured the designs were feasible, implementable, and aligned with the existing technical infrastructure.

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Design Process

Component Design & Development

• I designed and created all necessary panel components from scratch, ensuring scalability and reusability for current needs and future growth.

• Interaction patterns, structure, and behavior of components were carefully defined to maintain consistent user experience across all panels.

Data-Driven Panel Design

• Panels were designed based on user research insights to address real pain points.

• Tour and flight panels shared a consistent structure to simplify learning and usage for agents.

• Each panel’s features and interactions were tailored to the unique workflows of tour and flight operations.

• After initial designs, I presented the panels to stakeholders, collected feedback, and applied necessary revisions.

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Delivery & Implementation

The final designs were handed over to the development team, and I continued supporting the implementation process to ensure accuracy in UX details and design fidelity throughout development.

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Impact & Outcomes

Based on stakeholder feedback, support team observations, and design improvements, the Redesign had significant positive impacts:

• Increased call center productivity
  Simplified workflows and faster access to key reservation data reduced the time required for every operation.

• Reduced human errors
  Clearer, structured panels minimized mistakes in reservation creation, cancellation, and refunds.

• Improved agent experience
  Aligning the design with real user needs decreased cognitive load and enhanced agent satisfaction.

• Consistency between tour and flight panels
  A unified design pattern simplified learning and usage across different panel types.

• Scalability and future readiness
  The new panel structure supports adding new features without complicating the user experience.

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You can explore examples of the panel designs and project outputs below.