Engage: ~4% lower opex by redesigning the support tool.

Product Design & UX Lead — Sysnet · 2022 Result: +37% time-on-task · ~4% annual opex saved

A data-driven UX audit of Sysnet's in-house help-desk tool (Engage), which supports ~4M customers, that cut handling time and operating cost in two sprints.

Challenge. Engage was built fast with little design input — fragmented workflows and usability issues slowed agents handling PCI-DSS, vulnerability-scanning and subscription tickets, inflating operational cost.

What I did

• Instrumented Fullstory session analytics and ran remote observational studies with help-desk agents.
• Interviewed support, engineering, product and customer-success teams to prioritise by severity, frequency, time and feasibility.
• Narrowed 40+ opportunities to 18 critical fixes, shipped in two development sprints.

Impact

• +37% average time-on-task (up to 80% on some ticket types)
• ~4% estimated annual help-desk opex saved
• delivered in 2 sprints

Product Design & UX Lead @ Sysnet, leading internal and external design teams.