From an expert-only setup to a flow anyone can finish.
Creating an agent used to mean building separate inbound and outbound agents, then hunting through scattered settings. I restructured it into one clear flow where a single agent does both.
Role · Product & UX design — research, IA, flows, UI, design system
The problem
Creating an agent was effectively an expert task. You couldn't make one agent that did both inbound and outbound — you built, and often duplicated, a separate agent for each.
Settings were scattered with little explanation, and our users aren't especially tech- or AI-savvy. It was confusing enough that CX usually built agents for people.
Understanding why
The flow assumed a technical confidence users didn't have, and its structure mirrored the system's internals instead of the user's goal.
People didn't need more options — they needed a confident path, and to understand what each choice actually meant.
The solution
One agent that handles both inbound and outbound. Settings grouped logically, each with a plain-language description, surfaced where it makes sense.
Far simpler for non-technical users — CX still helps, but it's no longer essential. It also finally looks modern and polished, like a sophisticated AI company.
Outcome
Placeholder for shareable results — e.g. more users creating agents on their own, and less CX involvement.
The designer's bonus: the work produced a clean, well-organized design system that's now easy to reuse for faster iteration.
Keep simplifying — describe the job in plain words and have the agent pre-configure itself, with the structured flow as the fallback for fine-tuning.
Designing for non-technical users taught me that clarity beats power — the best setting is often the one you never have to think about.
Privacy note — screens are recreated with dummy data and details simplified; the real product evolves with business decisions and user needs.