Glassix SaaS Design

CASE STUDY
SaaS Product Design & Design Systems

PLATFORM
Web Application & Dashboard

MY ROLE
Lead UX/UI Designer, Design System

TIMELINE
2023–2025

Target Audience

Customer Support & Service Agents:

Frontline operators who handle high volumes of multi-channel conversations simultaneously require a fast, zero-friction interface to resolve inquiries without switching tabs.

Team Leads & Operations Managers:

Supervisors who rely on real-time metrics, queue management, and performance tracking to monitor team efficiency and service level agreements (SLAs).

Core Dashboard & Multi-Column Layout

The central workspace was structured with a clear three-column layout, balancing navigation, live interactions, and contextual user data to minimize cognitive load during high-intensity shifts.

Dashboard Layout & Workflow

Optimized real-time data widgets and counters that enable agents and managers to track open, pending, and queued conversations at a glance.

Queue Management

To deliver a true omnichannel experience, the platform enables seamless integration across various communication channels from a single centralized hub. To deliver a true omnichannel experience, the platform enables seamless integration across various communication channels from a single centralized hub.

Multi-Channel Integrations

Quick configuration and deployment for diverse touchpoints—including WhatsApp, SMS, Email, and Mobile Chat—allowing businesses to meet their customers wherever they are.

Unified Channel Management

A clean modal and configuration wizard designed to minimize friction during onboarding and channel activation, ensuring agents can start handling cross-platform conversations instantly.

Streamlined Setup Flow

A robust administrative ecosystem designed to give team leads and system administrators full control over operational workflows, business rules, and multi-channel configurations.

Settings & Back-Office Architecture

Centralized management for company profiles, business hours, conversation tags, and automated response templates.

Comprehensive Control Center

Integrated survey builders and mapping tools to measure customer satisfaction (CSAT) and gather actionable insights post-interaction.