Spinoco is a Prague-based startup creating innovative telecommunication solutions. They developed three applications for call center operators and managers. Spinoco wanted to merge these applications into one feature-rich yet streamlined product. Thanks to insights gathered during user research, we were able not only to create a unified application but also to provide employees with a new communication tool.

We kicked off the entire process with user interviews conducted in various call center environments. To understand the challenges employees face daily, we visited small and large companies, as well as Spinoco's current, former, and potential clients.

Our findings were categorized into themes. It became clear that users had to manage demanding multichannel communication. They had to interact via phone or other communication channels while clients constantly sent emails. Working in the busy environment of a call center, where everyone is always on the move, is far from easy.

To meet user needs, we designed a multifunctional window that allows operators to make calls, send SMS and emails, chat, and view client history. Additionally, we improved communication between operators themselves.

We evaluated wireframes in our testing lab with real users. Respondents identified usability issues, including color-coding inconsistencies and filtering problems. We learned from these mistakes and enhanced the interface.

Using Spinoco's color scheme, we created a visual design focused on efficiency. The font is easy to read, attention-requiring tasks are color-coded, and the main workspace minimizes eye strain.

Our front-end specialists developed templates that perfectly matched the visual design provided by graphic designers. These templates were built using React.js and, in some cases, Angular.js. The web application is encapsulated using Chromium, giving it the look and feel of a native desktop application.

The final product was reinforced with engaging website marketing. A well-designed landing page, enriched with animations, quickly introduces the software's features.