Superpunch @ IntouchCX
Reimagining Call Center Management
Overview
A comprehensive B2B SaaS platform that transforms how teams manage schedules, track performance, and collaborate across time zones.
My role
UI design
UX research
Product ownership
Visual design
Cross-function partner
Product manager & director
Development lead
Marketing team
Duration
2023 Q1 - Present
The Challenge
Call center operations are complex. Managers struggle with outdated tools that make scheduling feel like solving a puzzle in the dark.
Key Pain Points
Schedule Chaos: Manual scheduling across multiple time zones creates conflicts and confusion
Approval Bottlenecks: Lack of transparent workflow leads to delayed approvals and frustrated employees
Limited Visibility: Managers can't see team performance and schedule patterns at a glance
"Every season can be Ramp season."
The Opportunity
How might we create an intuitive, powerful platform that makes complex schedule management feel effortless?
Business impact
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Superpunch reduces quaterly overtime cost by 10%.
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Superpunch accelates decision-making by 25% faster.
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Superpunch supports call centers' workforce demand forecasts within ±2% accuracy.
Superpunch has versitle widgets, including scheduling and team management
problem space
Automating CX workflow with AI-powered teck stack
Our Users: Customer Service Associates/Agents (CSA)
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Agents answer calls, respond to emails and live chat, and process inquiries.
speed
Agents work in fast-paced, highly pressured routine.
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Agents are trained to work in teams with hierarchies.
Agents pain points with daily routine
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Agents have limited time for schedule check-in before their work sessions.
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Supervisors need to oversee their team schedule and performance.
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Supervisors need to process things in batch as they work in big team.
Agent's daily schedule and common routine
my Process
I lead as the sole designer & system builder.
User Interviews
12 call center managers across North America
Key Insights
Time is Everything: Managers need real-time visibility into who's working when
Approval Transparency: Teams want to see the full lifecycle of schedule requests
Batch Operations: Managers frequently assign similar schedules to multiple people
Design Principles
Clarity First: Every interface element should have a clear, single purpose
Effortless Efficiency: Complex tasks should feel simple and natural
Trust Through Transparency: Full visibility into processes builds team confidence
I collect data from users and cross-funtion partners.
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We collect qualitative insights from interviews and feedback.
analytics
We collect quantitative data from analytics and business metrics.
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We identify client requirements via contracts review and regular touchbase.
What does team management demand for call centers?
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Make work scalable with templates and batch.
history
Keep track of approval and change history.
FAQs during my call centers field trips(Winnipeg - Taylor/Polo Park)
design
I craft solutions for clarity and scale.
Scheduling feature#1 Timeline widget for everyone
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Compare timeline of the day against schedule.
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Check statistics details for each of your task.
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See alert about overtime task.
Timeline widget (GIF demo)
Timeline widget on Superpunch homepage
component specs
Scheduling feature#2 Schedule for teams
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Check your team's schedule in day, week, and month view.
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Supervisors can assign shifts from templates, or create from scratch.
Schedule Management: Day View
Schedule Management: Week View
Schedule card specs
Scheduling feature #3 Team Schedule Adjustment
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Supervisors can assign shifts to their team member agents from template or from scratch.
history
Suerpvisors can see shift edit history and confirm data conflict from various sources.
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Supervisors can suggest shift swap in between agents.
Assigning shifts
See history & conflicts
Suggest shift swap
Delivery
I deliver outcomes with scalable design language.
I crafted and document Superpunch design system.
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I was the main producter of our design component library.
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I document component specs, usage, and patterns as source of truth.
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I worked closely with Devs to align our pattern to their Vue-based framework.
component library
documation
aligning design patterns with front end
From Protopie to Vibe coding: How I elevate my team's prototyping capacity.
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My prototyping method evolves from Protopie, Figma to vibe coding over the years.
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I believe that HIFI prototypes generate HIFI feedback, and improve the iteration quality.
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Vibe coding does not offer pixel perfect outcome, but it's great for prototyping.
lovable prototyping
chronological changes of our prototyping tools
Dark mode: Caring our agents during pandemic
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Agents worked from home during pandemic, especially on night shifts.
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Dark mode mitigates visual fatigue and helps long time focus.
Toggle between Superpunch Light & Dark Mode
👋 Thanks for watching.
I'm Evan, senior B2B SaaS product designer based in 🍁Toronto
I craft products for
clarity, care & scale.
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