TalkAll – Designing a Multi-Role SaaS Platform from Scratch
Client
Team
Industry
Duration
Challenge
When I started designing the app for TalkAll, the initial briefing was pretty straightforward: build a support system that brought everything together in one place. An app where agents could manage customer requests while staying in sync with their internal team.
At first glance, it looked like “just another ticketing system.” But the real complexity emerged quickly:
Multiple user roles operating in the same environment;
External communication (customer-facing) and internal collaboration;
High-pressure workflows;
Need for clarity in information-dense interfaces.
There was no existing structure to optimize — only stakeholder expectations, references, and business goals. These were my questions:
My role
As the sole designer, I was responsible for:
Translating stakeholder input into structured user flows;
Defining the information architecture;
Designing all core interfaces;
Establishing UI patterns and component logic;
Creating a modular structure ready for future scalability.
Defining Structure Under Ambiguity
Since there was no validated user research or prior product data, the first step was aligning closely with the Product Manager to clarify:
Core business objectives;
User roles and permissions;
Critical workflows;
Operational priorities.
From there, I mapped the primary flows:
Login and account access (including error states);
Ticket management with filters and statuses;
Chat interface for both customer and internal communication;
Ticket transfer between agents;
User profile and system settings.
The focus was not on adding features, but on reducing friction in high-volume support scenarios.
Design Solutions
Here are some of the solutions I implemented to support the app’s complexity:
Clear visual hierarchy to guide users through busy interfaces without overwhelming them;
Smart use of tags and filters to help agents find tickets quickly and stay organized;
Empty and error states that inform and guide users when something goes wrong — not just block them;
Consistent iconography and typography for better scannability and faster navigation.
Each design decision served a purpose: to make things easier, faster, and more intuitive, even when the tasks were complex.
