Unified Case Management
How reframing the problem transformed case management into case resolution.
Lead Product Designer @ Amdocs | Focus: B2C B2B • Customer Care • Investigation • SaaS platform
The Challenge
Agents investigated customer issues across multiple disconnected systems, making case resolution slow, fragmented, and heavily dependent on individual experience.
The Solution
I shifted the product from case management to case resolution by designing a unified investigation workspace that consolidated customer context, similar cases, embedded systems, and operational insights.
The Outcome
Agents could investigate more efficiently with less context switching, faster access to relevant information, and a more consistent resolution process.
The Business Problem
The project initially started with a request to redesign the company's current case management solution to improve agent efficiency, mainly focus on automation processes.
However, after observing customer care agents, it became clear that the main issue for the users wasn't automation ruls alone - it was resolving the cases efficiently.
Agents spent most of their time investigating customer issues by searching across multiple systems, manually reviewing previous cases, and collecting the information they needed before they could make a decision. As a result, resolving cases was slow, fragmented, and heavily dependent on the agent's personal experience.
What I discovered
Through user interviews, workflow mapping, and day-to-day observations, I identified that agents weren't struggling with case management—they were struggling with case resolution. The investigation itself was the biggest source of friction. Agents repeatedly switched between disconnected systems, searched for similar historical cases, and manually gathered the information needed to understand the customer's issue.
This shifted the conversation from redesigning the case management interface to rethinking how investigation and resolution could happen inside a single connected workspace.
The Decision I Made
Instead of redesigning the existing interface around case details, I reframed the experience around the investigation workflow.
Rather than forcing agents to navigate multiple disconnected systems, the workspace brought together customer context, similar resolved cases, investigation tools, and operational dashboards into a single experience.
My goal wasn't to surface more information—it was to reduce investigation time by giving agents everything they needed to reach the right resolution without leaving the workspace.
Case page - A unified investigation workspace that consolidates customer information, case details, SLA tracking, smart recommendations, and contextual actions into a single experience - reducing context switching and enabling faster, more confident decision-making.
Case page - Instead of forcing agents to navigate across disconnected enterprise systems, relevant operational tools and live technical insights are embedded directly into the investigation workflow, keeping users focused while preserving investigation context.
Design Highlights
1. Unified Investigation Workspace
Multiple investigation tools and customer data were consolidated into a single workspace, reducing context switching throughout the investigation.
2. Performance Dashboard
Operational dashboards provided real-time visibility into team activity and investigation performance without interrupting daily workflow
3. Similar Resolved Cases
Agents could quickly discover relevant historical cases, reducing investigation effort and helping them reach consistent resolutions faster.
4. Embedded Investigation Tools
External systems were integrated directly into the workspace, allowing agents to continue their investigation without opening multiple applications.
First draft of the platform landing page display performance analysis combined with gamification to encourage case resolution
Validation, KPI's & User Feedback
The redesigned experience was validated through moderated usability sessions with customer care agents performing real daily support tasks. Agents completed end-to-end investigation scenarios while providing feedback on navigation, information hierarchy, and overall workflow. The sessions confirmed that the unified workspace reduced unnecessary context switching, improved task clarity, and made complex investigations feel more intuitive and efficient.
It’s a very complete tool! We use two apps right now, but here we can see all the information, leave notes and update the case according to the progress all in the same place.
- Andrera
…I think the tool will be so useful for us and it’s easier to understand than what we are using right now.
- Juan
This (multi-context) will help us with the clients waiting times! If we can see the cases, it’s a lot easier to follow up and be aware of them... I think this section is very important
- Rebecca
Designed to Improve KPIs
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Faster case resolution through a unified investigation workflow.
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Reduced context switching between enterprise systems.
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Improved SLA compliance with clear status visibility and proactive alerts.
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Increased agent engagement using gamification principles and performance tracking.
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Better operational visibility with personalized dashboards and workload insights.
Design Insight
The hardest part of enterprise design isn't the interface - it's aligning everyone around the right problem.
I initially approached the project as a redesign of a case management system. However, user research revealed that agents didn't need better case management - they needed to reach the right resolution faster.
Shifting that perspective changed the direction of the product. Features like similar cases, embedded investigation tools, and cross-system context became the foundation of the experience rather than secondary enhancements.
My Role in the Project
As Lead Product Designer, I led the discovery phase through market research, user interviews, workflow analysis, and stakeholder collaboration. I helped define the product direction, shaped the core concept, and partnered closely with Product and Engineering to align the solution. I also led a team of four designers throughout the detailed design, validation, and delivery phases.
