Ipscape

ipSCAPE is an Australian cloud-based SaaS call center platform that provides multi-channel customer experience solutions with robust CRM and BI integrations. Designed for ease of use, the platform helps businesses enhance customer interactions, boost productivity, and increase sales conversions.

Role

Worked as Product Designer in an Agile team of 3 developers, 3 quality engineers, a voice engineer, a tech lead, product owner, and scrum master.

Design Process

My approach followed a structured UX process:

Empathize: Stakeholder interviews, journey mapping, competitor analysis

Define: Problem statements, user journeys, user stories

Ideate: Information architecture, user flows

Design: Wireframes, low-fidelity prototypes, visual design

Test: Usability checks and iterative improvements

Tools: Sketch, Microsoft Office

Problem

Redesigned the Schedule feature for Ipscape’s cloud-based SaaS platform to improve usability and scheduling flexibility.

Solutions

Redesigned the Schedule feature to allow users to set days/times, edit/delete entries, define repetitions, and filter by week/month.

Improved interface clarity and usability through reusable components aligned with a scalable design system.

Challenges

Multiple iterations were required to balance usability improvements with technical constraints.

Results

Delivered a robust design system-ready prototype, improving feature usability concepts.

Strengthened SaaS design and system-level thinking skills.

Outcome

Gained experience in SaaS design, design system thinking, and complex workflow optimization.