As Lead Product Designer at Cisco, I led the UX strategy for a major enhancement of the Technical Assistance Center (TAC) Service Console as part of the Salesforce Lightning migration.

Challenge TAC Engineers, Duty Managers, and Technology Leads faced slow performance, fragmented queue views, cumbersome Special Handling Notes, and inefficient case closure processes using multiple tools. These issues were hurting productivity, case quality, and customer support.

My Approach I took a human-centered, systems-thinking approach, enhanced by smart use of AI tools. I leveraged AI-powered platforms (such as Figma AI, Miro AI, and Cursor) to accelerate research synthesis, generate initial wireframe variations quickly, and iterate faster on complex workflows. This allowed me to conduct user interviews, rapidly prototype ideas, and refine solutions using the Salesforce Lightning Design System — all while maintaining a deeply collaborative process with cross-functional teams.

Key Solutions

• Redesigned Duty Manager & Team Queue views for faster access and better visibility
• Simplified Special Handling Notes for quicker, higher-quality case creation
• Integrated case closure tools (Voltron/Trapr) and built admin data management interfaces

Impact

• Achieved ~400% performance improvement in page load times
• Created a unified, intuitive experience that reduced friction and significantly improved case handling efficiency
• Eliminated “black hole” queue issues during shift changes and reduced manual effort

Due to Cisco’s strict confidentiality policies, I’m unable to share detailed visuals, wireframes, or the full case study publicly.

I’d be happy to walk you through the complete project — including how AI augmentation accelerated our process, research insights, design decisions, and prototypes — during a call. Let’s chat! 👋