FedEx: Global Call Center Transformation
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FedEx’s global call center operations were burdened by outdated legacy systems, fragmented workflows, and inconsistent user experiences.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
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
