Acqueon
Engagement Platform
A UX redesign of the cloud omnichannel engagement platform for Amazon Connect and Cisco contact centers — making enterprise campaign orchestration feel as simple as a consumer app.
A cloud omnichannel engagement platform for contact centers — redesigned to feel simple and organic even for non-technical business users.
The Acqueon Engagement Platform orchestrates campaigns across voice, messaging, and email for Amazon Connect and Cisco Unified, Packaged, and Hosted Contact Centers. Its main clients are banking and telemarketing businesses — sales specialists and supervisors, not engineers. The redesign rethought navigation, campaign creation, and dashboards around them.
Confusing features and flows. The existing product was a source of confusion for clients, with unintuitive navigation and basic active elements.
Overloaded campaign creation. The New Campaign flow carried too many unnecessary, complex technical settings for a non-technical business user.
A dashboard without answers. Sales specialists couldn't see the live sales status, metrics, and information they actually needed.
Errors and an aging UI. User interactions produced errors, and the visual design had started to feel outdated next to competitors.
Optimize campaign creation. Streamline the New Campaign process for an average non-technical user.
Dashboards per user type. Create purpose-built dashboards for specific roles — starting with Sales Specialists.
Refresh and repair. Modernize the design, optimize navigation, and fix UX errors across the product.
Discovery & Task Analysis
We ran a set of internal discovery interviews — with software implementation engineers who work directly with clients, the management team, and main stakeholders (~10 participants, via video, phone, and in person) — to collect product issues, pain points, and ideas and define the main user tasks and flows. Findings were prioritized with an effort/impact matrix to determine the MVP for the next release.
Personas & Wireframes
From the research findings and user task analysis I defined the main personas and user journeys — prioritizing the Business Sales Specialist dashboard for the first release. I reviewed every user flow of the previous version in detail, minimized interaction steps, removed outdated components and terms, and defined a new navigation architecture. The objective: an experience simple enough for sales specialists and agents — closer to a consumer app than enterprise software.
UX Evaluation
We tested a clickable XD prototype through a set of remote online interviews — a fast way to collaborate and gather feedback. Input from the management team, stakeholders, and the implementation team was analyzed and incorporated into the final design solution.
Final Design Solution
We selected a minimalistic, neutral, calm visual direction — well suited to a white-label product and future custom skins — following the company's font and color style guides. The visual design was produced in Figma.
Before / After
The Dashboard and the Create New Campaign wizard — what was before, and what our team designed.
Design System Building
To unify style and design elements across all Acqueon tools, I built the Acqueon Design System in Zeroheight — chosen for its plugin that integrates Figma, XD, or Zeplin components directly.
Enterprise campaign orchestration that feels as simple as a consumer app.