A redesign for a fast-moving call center platform

Services
UX/UI design
Product redesign
Design system
Mobile app design
Desktop app design
Client
CloudTalk
Timeframe
2022 - 2024
CloudTalk is a cloud-based calling platform for sales and support teams, built around high-volume workflows, integrations, and increasingly AI-driven features.

Our work focused on redesigning the product experience across both desktop and mobile so it felt faster, clearer, and more consistent for people who use it all day.  
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Over two years, we helped refresh the platform visually, strengthen its usability, build a robust design system, and support the introduction of new AI features.
Key outcomes
  1. 450+ screens designed
  2. Consistent UX patterns across desktop and mobile
  3. Simpler workflows for high-speed call center environments
  4. Desktop + mobile apps redesigned
  5. Full design system built
  6. Close collaboration with clients team

Redesigning a mature SaaS product without slowing delivery

CloudTalk was already a successful product, which meant the redesign had to improve the experience without disrupting a fast-moving roadmap.
That changes the nature of redesign work. Instead of starting from zero, the challenge becomes making a complex product clearer, more consistent, and more scalable while it continues to evolve. In CloudTalk’s case, the redesign had to support an established platform used in high-intensity environments, which meant every improvement needed to work within the reality of an active product and an ongoing release cycle.
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One design system across desktop and mobile

A major part of the work was building a design system that could support both desktop and mobile without making the product feel fragmented.
This was one of the key strategic investments in the project. The design system created shared components, patterns, and logic that made the experience more consistent across platforms and easier to scale over time. It also reduced the cost of future design work by giving the team a stronger foundation for new features, updates, and product growth.
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Simplifying fast, high-volume call center workflows

People working in call centers need speed, clarity, and the right information immediately. The product experience had to support that reality without getting in the way.
That is why simplicity became one of the main design principles in the redesign. Clean structure, clear hierarchy, and consistent interaction patterns helped reduce unnecessary friction in everyday work. In products like this, good design is not about visual polish alone. It directly affects how quickly users can act, how confidently they move through the tool, and how much cognitive load the interface creates during busy workflows.
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Working in close collaboration with the client’s team

The redesign was delivered in close collaboration with CloudTalk’s team, which helped keep design decisions aligned with the product’s real direction and priorities.

That kind of collaboration matters especially in complex SaaS products. It keeps design connected to roadmap realities, helps decisions move faster, and reduces the risk of creating solutions that look good in isolation but do not fit the product as it is actually being built. In this project, close collaboration made it possible to evolve the experience in a way that felt both ambitious and grounded in the product’s real needs.
Research
Lead Design
Wireframes
UI Design & Design System
Support

Research
& Lead Design

The first phase focused on understanding the product, identifying where deeper redesign was needed, and setting the design direction for the work ahead.

This created the strategic foundation for a redesign that had to support both complexity and speed.

Wireframes, UI
& System Thinking

From there, the work moved into wireframes and UI design across desktop and mobile.

As the number of screens grew, the focus expanded into a design system with shared components, patterns, and rules that could keep the product consistent at scale.

Support
& Ongoing Evolution

The final phase centered on support, refinement, and helping the redesigned product continue to evolve.

With the system in place, new features and updates could be introduced more efficiently without losing the clarity and consistency established during the redesign.

Using micro-interactions to improve usability

Small details played an important role in making the product easier to understand and more satisfying to use.
Micro-interactions helped guide attention, clarify interface behavior, support navigation, and add a sense of responsiveness to the experience. In a product used every day, these details matter more than they first appear. They help reduce ambiguity, improve flow, and make the tool feel more refined. They are often the difference between a product that works and a product that feels truly well made.
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"They provided us with a good source of design foundations, fast delivery, and carefully prepared outputs.

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I was extremely satisfied that together we created a product that we can be proud of."

Ondrej Konecny
Ondrej Konecny
Product Designer, CloudTalk
5*

Redesigning a product with real users is a different game.

When a product already works, and people use it every day, redesign becomes a strategic decision rather than a visual exercise.

The goal is not to replace familiar patterns for the sake of novelty, but to improve the experience in ways that strengthen the product without disrupting trust or momentum.

That was the challenge in CloudTalk: making a mature SaaS platform feel clearer, faster, and more connected across desktop and mobile while respecting the reality of an active user base.
2
years of redesign work across an active product
450+
screens
1
strong design system