Context
Tymit’s internal tool was originally built to support operational needs, allowing teams to manage customer details, transactions, and billing information. However, it was developed without design or product management involvement, leading to a system that lacked a clear product vision, basic usability principles, and scalability to support new features or teams.
The Problem
The existing tool was outdated and inefficient, causing bottlenecks in daily operations and making it difficult for the company to scale. The main challenges were that some teams still handled tasks manually, increasing the risk of human error and slowing down workflows; the UI was fragmented, with inconsistent layouts, widgets, and navigation patterns, making the tool difficult to use; the system wasn’t designed to accommodate new teams or B2B partnerships, which made every new expansion a painful process. All of these inefficiencies had a direct impact on business performance, affecting customer support response times, operational costs, and overall company scalability.
Success Criteria
Our squad’s primary challenge was to redesign the tool to:
- Improve agent efficiency by optimizing task flows and UI structure.
- Reduce manual errors by automating processes like credit transfers an d approvals.
- Ensure scalability, allowing the tool to support new teams and partnerships without major overhauls.
- Improve adoption and usability, leading to higher agent satisfaction and faster onboarding.
In order to validate these success criteria items, we focused on track and reduce task completion time for key workflows, measure how often automated workflows run correctly without manual intervention, track team’s feedback before and after redesign, and measure how long it took for new users to get up to speed with the tool.
Research
The first step was to map the entire tool to understand how different teams used it. I conducted a deep analysis of the system’s structure, including: identifying all existing pages, features, and workflows, documenting pain points and inefficiencies, and understanding team-specific use cases to ensure that future improvements aligned with real operational needs.
Since agent workflows varied across teams, I introduced Continuous Discovery into our squad’s process. This involved: shadowing sessions to observe agents using the tool in their daily work; user interviews & surveys to identify pain points, inefficiencies, and opportunities for improvement; workshops with stakeholders to align design changes with business and technical constraints; and ongoing feedback loops, to keep a constant iteration cycle to refine solutions as we built them.
By embedding research into our squad’s workflow, we ensured that design decisions were always based on real user needs rather than assumptions.
Ideation
Once we identified core issues, we brainstormed solutions that would create a scalable, flexible layout, standardize UI components for consistency, and improve hierarchy of information to help agents find what they need faster.
Since the tool was used by different user types, we needed to design adaptable workflows. I facilitated workshops with representatives from each team to: identify quick wins that could improve usability without major system changes, test different information architectures, and explore multiple solutions through storyboarding and Crazy 8s exercises.
This cross-functional collaboration sped up decision-making and ensured that our solutions worked across various operational contexts.
Once we refined our prototypes, we:
- Tested new designs with agents to gather feedback before full implementation.
- Refined UI components to ensure they worked across different workflows.
- Collaborated closely with developers, balancing design aspirations with technical feasibility.
Post-launch, we continued tracking key success metrics to ensure that the redesign delivered real efficiency improvements.
Challenges
One of the biggest challenges was technical debt. The backend was built on a monolithic architecture, making scalability difficult. On the frontend, the tool lacked reusable components, forcing developers to duplicate efforts when building new features.
To address this, we introduced a desktop version of the Design System, creating reusable components for a consistent UI; restructured information hierarchy, grouping related content and prioritizing key actions; and standardized navigation and layouts, reducing cognitive load and improving task efficiency.
These improvements resulted in a more intuitive, scalable, and maintainable tool, allowing future feature additions without major redesigns.
Outcomes and impact
By the end of the project, we saw significant improvements in:
- Task efficiency → Agents completed key workflows 45% faster.
- Automation accuracy → Reduced manual errors in different processes such as credit transfers and approvals.
- Scalability → The tool now supports multiple teams and partners with minimal changes.
- User satisfaction → Agents reported higher confidence and ease of use.
Beyond these measurable improvements, this project reinforced my belief that collaboration, communication, and alignment are key to success. It also helped me develop my skills in facilitating workshops—something I initially lacked confidence in but grew to enjoy.
At first, I was unsure about running sessions, but after receiving positive feedback, I saw people actively engaging, requesting more workshops, and even hosting their own sessions for initiatives like Billing and Payments.
Seeing the tool evolve from an outdated system into a powerful, scalable platform was incredibly fulfilling. It was a great reminder of the impact strategic design decisions can have in complex operational environments.
