about Me

Superpunch:
Enterprise Management Mega-Platform
for Contact Centers

Web

Employee Engagement

2020-2025

0-1

Shipped

OVERVIEW

We support who supports.

Superpunch is the backbone for day-to-day operations.

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Scheduling

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Team management

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Employee engagement

Superpunch has versitle widgets, including scheduling and team management

📈 Proven Business Value

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10% overtime cost reduction

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25% faster decision-making

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Demand forecasts within 2% accuracy

Superpunch makes team management intuitive with all-in-one dashboard

design process

I lead as the sole designer & system builder

Waterfall process works well for Superpunch development

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Direct Access to Problems, Not Guesses

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Scoped, Focused Feature Delivery

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Smaller Team, Fewer Dependencies

team process and my roles

my role

End-to-End Player

Owned discovery, design, research, prototyping, and handoff for Superpunch as a solo designer. Introduced design system floorplans, rapid prototyping with vibe coding, and user‑centered UX research to scale and sustain impact.

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Research: Survey , data analytics

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Design: Interface and visual design

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Ownership: Scoping, handoff, documentation

user research

Identifying challenges in CX context

Knowing our user

Customer Service Agents are too busy to onboard/offboard

From Real Problems to Tested Solutions

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CX Workflow

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Day shift vs night shift

actionable items during field trips to contact centers (Winnipeg - Taylor/Polo Park)

Superpunch Day to day routine

Pillar modules of superpunch

verified

interviews

SAP Fiori inspiration

verified

shadowing

hands-on agent work

verified

Survey

A/B testing

pain points

Customer Service Agents are too busy to onboard/offboard

From Real Problems to Tested Solutions

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CX Workflow

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Day shift vs night shift

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main challenge #1

Scalability: From 1 to 100

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Multi-program

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Multi-timezone

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Multi-roles

We use floorplan to scale our design from 1 to 100 pages

main challenge #2

Ease of Use: From 100 to 1

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Cognitive load

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Loading speed

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Progressive disclosure

design

From Real Problems to Tested Solutions

floorplan

The Overarching Rules

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Predefined templates for consistency & efficiency.

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Inspired by SAP Fiori and IBM Carbon

Standardized Userflow using Floorplans

pattern

Curating Data Display & Entry

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Tables & calendars

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Navigation

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Filtering and sorting

case study

Scheduling & Exceptions

Managing accurate time schedule for individuals & teams

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Escalating modality for multi tasking

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Action placement

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Onboarding using Lottie animation

Schedule feature provides clarity to team's availability

Day View

Week View

Team leaders can switch between Day/Week to manage with percision

Prototyping

Elevating capacity with Pivotal shifts

Managing accurate time schedule for individuals & teams

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Quick demo & testing using Figma & InVision (2020)

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Hifi prototyping using Protopie

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Vibe coding using Lovable

scripted prototyping before vibe coding

Tool Adoption Milestones (2020–2025)

Vibe Coding Process

Dashboard design vibe coding using Lovable

validate & iterate

Building a Scalable Design Language

design system

The Upscaling Foundation

Managing accurate time schedule for individuals & teams

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Figma component library

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Self-host icon fonts

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Vuetify: Frondend framework alignment

Styling Guidelines and component specs in Superpunch DS

Vuetify

Component Prop

Frontend alignment with Vuetify: A Vue Component Library

Cloud-based Icon Font using IcoMoon

design system

Care during COVID Darkness with Dark mode

Managing accurate time schedule for individuals & teams

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The WFH Era

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8-hour night shifts

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Visual fatigue and long time focus

Toggle between Light & Dark Mode

Superpunch Light Mode vs Dark Mode

design system

Sharing the Knowledge with Documentation

Managing accurate time schedule for individuals & teams

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CSS color stylesheet for Frontend

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Zeroheight documentation that everyone looks up to

Documentation in Zeroheight

Outcomes & Impact

Scalable, Faster, and User-Centric

👍 Positive Feedback

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⏱️ Improved iteration speed and cost efficiency

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😀 Increased agent satisfaction and reduced learning curve

Agents love superpunch

After Story

Scaling Our Digital Capacity

After Story

Further Expanding Our Digital Capacity

During this time I worked as the sole designer across 3+ major products—design system made multitasking possible.

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Superpunch Chat

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Superpunch Mobile

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SuperVision

superpunch suite timeline

lesson learned

System Thinking Meets Empathy

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Practice doesn't always make perfect, PROCESS does.

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See your users as both human AND number

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Claim OWNERSHIP to see bigger picture

Superpunch:Enterprise Management Mega-Platform for Contact Centers

Web

Employee Engagement

2020-2025

0-1

Shipped

We support who supports.

This is the title

This is the title

This is the title

Superpunch has versitle widgets, including scheduling and team management

This is the title

This is the title

This is the title

Superpunch makes team management intuitive with all-in-one dashboard

I lead as the sole designer & system builder

This is the title

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This is the title

team process and my roles

This is the title

This is the title

This is the title

Identifying challenges in CX context

This is the title

This is the title

actionable items during field trips to contact centers (Winnipeg - Taylor/Polo Park)

Superpunch Day to day routine

Pillar modules of superpunch

interviews

shadowing

Survey

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We use floorplan to scale our design from 1 to 100 pages

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From Real Problems to Tested Solutions

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Standardized Userflow using Floorplans

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Schedule feature provides clarity to team's availability

Team leaders can switch between Day/Week to manage with percision

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scripted prototyping before vibe coding

Tool Adoption Milestones (2020–2025)

Vibe Coding Process

Dashboard design vibe coding using Lovable

Building a Scalable Design Language

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Styling Guidelines and component specs in Superpunch DS

Frontend alignment with Vuetify: A Vue Component Library

Cloud-based Icon Font using IcoMoon

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Superpunch Light Mode vs Dark Mode

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Documentation in Zeroheight

Scalable, Faster, and User-Centric

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Agents love superpunch

Scaling Our Digital Capacity

Superpunch:
Enterprise Management Mega-Platform
for Contact Centers