Role
Staff Designer
Company
Proctorio
Team
Support, Design, Engineering
Problem
Customers waited 3–5 minutes with unclear ticket status and repetitive questions, while agents lost time to a clunky interface that didn’t reflect how they actually worked and the system couldn’t keep up with the growth coming its way.
Outcome
Support requests resolved in-session, not after the fact.
The problem
Two audiences were straining against the same interface. Customers faced 3–5 minute waits, unclear ticket status, and repetitive questions. Agents lost time to a clunky tool that didn’t match how they actually worked — and none of it was built to scale.
The solution
The work split in two. For customers: shrink the oversized chat input to 40px so messages stay in view, move the send button below the field for a cleaner hierarchy, and add a “Quick Help” screen that answers common questions the moment the widget opens. For agents: clear status indicators so a full queue can be scanned without opening a single chat, and an availability toggle to pause incoming chats during breaks.
Impact
Without formal post-launch metrics, success showed up in team feedback, observed behavior, and fewer recurring complaints — faster self-service resolution, reduced agent cognitive load, improved agent wellbeing, and fewer repeat questions.