Neiman Marcus
Twilio Flex
Twilio Flex is a re-imagined and upgraded third party web application used by customer care agents to assist customers via various channels (chat, SMS, and voice), in real-time.
My Role
Senior Manager, Product Design & UX: Directed strategy, research, and design, partnering with Product, Engineering, and Operations leadership to define a multi-year vision, integrate AI-powered support, and embed a modern design system (Twilio Paste) into the enterprise agent tool used across global care centers.
Chalenge
Customer service agents were struggling with inefficient workflows and fragmented tools. Handle time was 30–40 seconds higher on average compared to legacy systems—representing millions in lost revenue. The business needed a redesigned agent experience that would:
- Improve proficiency and confidence by integrating AI assistance and modern design patterns
- Reduce handle time through streamlined workflows and easier access to key information
- Lower training and onboarding time by making the interface more intuitive
Strategy & Leadership
I led a cross-functional program to transform the agent experience, focusing on business value and operational efficiency:
- Vision & Alignment: Partnered with senior leaders and SMEs to define success metrics tied to efficiency, cost savings, and adoption.
- Research Leadership: Directed multi-method research (virtual observations, workshops, one-on-ones) with internal and external agents across global offices.
- Evidence-Based Testing: Facilitated workshops and one-on-one sessions with diverse agent groups, followed by multiple rounds of A/B testing to validate concepts and converge on a feature set that best supported agent workflows.
- Cross-Functional Orchestration: Unified product, design, and engineering in a shared roadmap, embedding customer care insights into decision-making.
- Design System Integration: Advanced adoption of Twilio Paste, aligning enterprise branding with scalable, reusable components.
Research
Key Insights
- Agents relied on multiple disconnected apps, creating fragmented workflows.
- The Cresta AI support tool was under-utilized due to poor placement and usability.
- Pertinent information was buried across multiple tabs and clicks, slowing resolution.
- Agents created workarounds (shortcodes, external notes) to compensate for tool limitations.
Solution
- Customizable Layouts: Designed a flexible, responsive interface tested via A/B experiments with agents.
- Streamlined Access: Reduced clicks by surfacing critical information in context.
- AI Integration: Re-positioned Cresta to be dockable and non-disruptive, boosting adoption.
- Workflow Efficiency: Created a responsive design that seamlessly integrated with MAO (new order management system).
- High-Fidelity Execution: Delivered final designs aligned with Twilio Paste and NMG brand standards.
Initial Wireframes – Layout 1 & 2
Final Design
Business Impact
- Reduced Handle Time: Projected to save >$900K annually by lowering average handle time per call.
- Faster Onboarding: Simplified learning curve for new agents, cutting ramp-up time.
- Increased AI Adoption: Optimized Cresta integration to drive higher usage of AI-powered responses.
- Enterprise Scalability: Established a flexible foundation for ongoing automation and AI enhancements.
Leadership Takeaway
This initiative exemplified my ability to translate customer insights into enterprise-wide impact—balancing agent needs with business outcomes, embedding design system governance, and driving measurable operational savings across a large, distributed customer care workforce.
If you can save me one second of handle time over the course of the year for each call, it’s $33,000 in savings.
Business Owner
