FedEx: Global Call Center Transformation

Client: FedEx
Services: UX Strategy, UI Design, Information Architecture, Digital Transformation
Platform: Salesforce Service Cloud
Tools: Figma, RACI Chart
Role: UX Strategist, Project Lead, Designer
Duration: Multi-phase Engagement
Location: Hybrid / Remote

The Challenge

FedEx’s global call center operations were burdened by outdated legacy systems, fragmented workflows, and inconsistent user experiences. Agents lacked intuitive tools, leading to long call times, inefficiencies, and reduced customer satisfaction. The challenge was to modernize the agent desktop, streamline operations, and deliver a scalable solution that could retire legacy platforms while cutting costs.

The Vision

The goal was to empower call center agents with a modern, user-friendly interface that simplified core tasks like tracking, pickup requests, and account management. By aligning design with business objectives, we aimed to enhance productivity, improve customer experience, and achieve a projected cost savings of $1.2 billion over 24 months.

The Solution

We led the design and implementation of a new global agent desktop experience within Salesforce Service Cloud.

Key initiatives included:

• Information Architecture: Structured for intuitive navigation, balancing educational content, interactive tools, and workflow efficiency

• Wireframing & Prototyping: Developed and tested interactive prototypes in Figma to refine user flows and interface elements

• User Interface Design: Created a visually engaging, nature-inspired UI with intuitive icons and clean layouts

• Accessibility & Inclusivity: Integrated screen reader compatibility, color blindness modes, and scalable text to meet WCAG standards

• RACI Chart Leadership: Defined roles and responsibilities to streamline collaboration and ensure project success

• Journey Mapping & Optimization: Analyzed agent workflows to identify friction points and prioritize high-impact solutions

• Process Simplification: Reduced call times for tracking, pickup, and supply requests; improved account-contact association workflows

Impact & Results

• Minimized average call time across key service categories

• Increased agent productivity and customer satisfaction

• Achieved projected cost savings of $100 million/month, totaling $1.2 billion over 24 months

• Retired legacy systems and unified global operations under a scalable Salesforce platform

• Delivered a consistent, accessible experience for diverse user groups

My Role

As UX Strategist, Project Lead, and Designer, I drove the transformation from insight to execution:

• Led workshops and stakeholder interviews to gather deep user insights

• Directed UX strategy, wireframing, and prototyping in Figma

• Designed the UI system and accessibility framework

• Created and implemented a RACI chart to clarify team roles and ensure alignment

• Delivered a high-impact solution that aligned with FedEx’s business goals and customer-first philosophy