Kiran Singh

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:33s

Hold-time

48.00%

+01:25s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Jamal Johnson

Kudos

Customer Praise

3 Counts

Above & Beyond

2 Counts

Team Player

2 Counts

Give Kudos

Go to Coaching Notes

Isabella Martinez

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:51s

Hold-time

00:27s

-00:48s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Kiran Singh

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:33s

Hold-time

48.00%

+01:25s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Jamal Johnson

Kudos

Customer Praise

3 Counts

Above & Beyond

2 Counts

Team Player

2 Counts

Give Kudos

Go to Coaching Notes

Isabella Martinez

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:51s

Hold-time

00:27s

-00:48s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Kiran Singh

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:33s

Hold-time

48.00%

+01:25s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Jamal Johnson

Kudos

Customer Praise

3 Counts

Above & Beyond

2 Counts

Team Player

2 Counts

Give Kudos

Go to Coaching Notes

Isabella Martinez

Bottom Quartile

Performance

AHT

55.00%

+4.22%

FCR

48.00%

+4.22%

Transfer Rate

00:33s

-00:51s

Hold-time

00:27s

-00:48s

Go to Bottom Quartile Performance

View All Metrics

Go to Coaching Notes

Nia Thompson

Active Goals

Achieve a QA Score of 90%

Week 39, 2024

De-escalation techniques

Week 38, 2024

Improving product knowledge

Sept 01, 2024

Go to Goals

Go to Coaching Notes

Nia Thompson

Active Goals

Achieve a QA Score of 90%

Week 39, 2024

De-escalation techniques

Week 38, 2024

Improving product knowledge

Sept 01, 2024

Go to Goals

Go to Coaching Notes

Hassan Al-Farsi

Opportunities

Disconnected Calls - Invalid

5 Counts

Long Email Length

3 Counts

Extended Response Time

3 Counts

View All Recomendations

Go to Coaching Notes

Hassan Al-Farsi

Opportunities

Disconnected Calls - Invalid

5 Counts

Long Email Length

3 Counts

Extended Response Time

3 Counts

View All Recomendations

Go to Coaching Notes

Nia Thompson

Active Goals

Achieve a QA Score of 90%

Week 39, 2024

De-escalation techniques

Week 38, 2024

Improving product knowledge

Sept 01, 2024

Go to Goals

Go to Coaching Notes

Hassan Al-Farsi

Opportunities

Disconnected Calls - Invalid

5 Counts

Long Email Length

3 Counts

Extended Response Time

3 Counts

View All Recomendations

Go to Coaching Notes

People Over Tables

Designing a view built for clarity and action

↓10mins

Slashed Team Manager prep time from 30 to 20 mins

↑7.16%

Coaching session delivered, a major Team Manager KPI

Client

Amazon

Duration

3 Sprints

Team

Senior Product Manager

Senior Engineering Manager

2-3 Engineers

UX Writer

Tools

Figma, Amazon’s Component Library

Summary

Inspire is Amazon’s internal customer service management platform that helps Team Managers (TMs) monitor team performance and support their Customer Service Associates (CSAs). TMs can track performance metrics, spot areas for improvement, and support associates through tools like coaching and contact reviews so that their they improve the quality of their services. I overhauled the Team page, transforming how Team Managers view and act on associate performance.

01-01

Before

From confusing, inaccurate, visually outdated data...

01-01

Before

From confusing, inaccurate, visually outdated data...

01-01

Before

From confusing, inaccurate, visually outdated data...

02 Problem

A Platform Full of Metrics, But No Full Picture

Inspire was rich with data but lacked visibility. Team Managers couldn’t see how associates were truly performing without piecing together fragmented metrics from multiple pages. Identifying bottom performers to coach meant manual tracking, scattered notes, and guesswork, making performance management slow and inconsistent.

Inspire was rich with data but lacked visibility. Team Managers couldn’t see how associates were truly performing without piecing together fragmented metrics from multiple pages. Identifying bottom performers to coach meant manual tracking, scattered notes, and guesswork, making performance management slow and inconsistent.

A Dashboard with no associate-level views

A Fragmented View of the Team

A Fragmented and Misleading View of the Team

03 Solution

A Holistic view of every associate

The redesigned Team page transforms fragmented data into a unified, actionable view of performance. Team Managers can now see their entire organization, both direct reports and outliers, at a glance and drill down seamlessly to understand who needs support and why.

The redesigned Team page transforms fragmented data into a unified, actionable view of performance. Team Managers can now see their entire organization, both direct reports and outliers, at a glance and drill down seamlessly to understand who needs support and why.

Flexible Views

01 Confusing

Flexible Views

Dynamic Profile Cards

Rich Associate Profiles

Bottom Quartile Badges

04 Final Design

Expandable Team Views

I reclaimed page real estate by replacing the permanent, horizontal section with expandable, vertical tabs—enabling real estate for dynamic profile cards and giving TMs a clear, organized view of all associates they manage.

Associate Drill Downs

Dynamic cards that expanded to full associate profiles give Team Managers a comprehensive view of each associate’s performance, with quick links to take immediate action— streamlining their core workflow. This design unified associate-related data and housed them in a scalable, centralized place that could support growth as new metrics were created.

Dynamic Profile Cards

Filterable associate profile cards with weekly-updated data to empower TMs to quickly gather insights on performance trends, opportunities, goals, and kudos.

05 Impact

33% Faster

Slashed Team Manager prep time from 30 → 20 minutes

↑7.16% Increase

Coaching sessions delivered, a major TM KPI

The release accelerated coaching efficiency, cutting prep time by 33% (from 30 to 20 minutes per session) and driving a 7.16% lift in coaching sessions delivered on Inspire—a critical KPI for team managers.

Their words, not mine... (scroll to view)

“I showed your Associate Rich Cards design to our L7, and he absolutely loved it! We want to present this before it’s done to the directors.”

“You have truly helped us put inspire on the map as THE tool for TMs this year. And everyone is super excited about the 2 new pages you worked on.”

“Angela, your designs have transformed Inspire, giving it an incredible and refreshing look. The Metrics and Team tab designs have completely elevated the experience for TMs. It has been a pleasure to brainstorm ideas with you, and your creativity continues to leave a lasting impact.”

“Hi Angela, Thank you for your contributions on the program and scaling up to raise the bar on all your deliverables, being proactive and responsive in reviewing your designs, and bias for action in addressing feedbacks. You demonstrated ownership in all your activities and earned trust with all of your stakeholders on this program that paved way for your multiple extensions... much appreciated!”

Their words, not mine... (scroll to view)

“I showed your Associate Rich Cards design to our L7, and he absolutely loved it! We want to present this before it’s done to the directors.”

“You have truly helped us put inspire on the map as THE tool for TMs this year. And everyone is super excited about the 2 new pages you worked on.”

Their words, not mine... (scroll to view)

“I showed your Associate Rich Cards design to our L7, and he absolutely loved it! We want to present this before it’s done to the directors.”

“You have truly helped us put inspire on the map as THE tool for TMs this year. And everyone is super excited about the 2 new pages you worked on.”

People Over Tables

Designing a view built for clarity and action

↓10mins

Slashed Team Manager prep time from 30 to 20 mins

↑7.16%

Coaching session delivered, a major Team Manager KPI

Client

Duration

Team

Tools

Summary

01-01

Before

01-01

Before

01-01

Before

02

Problem

A Platform Full of Metrics, But No Full Picture

A Platform Full of Metrics, But No Full Picture

A Dashboard with no associate-level views

A Dashboard with no associate-level views

A Dashboard with no associate-level views

A Fragmented View of the Team

A Fragmented View of the Team

A Fragmented View of the Team

A Fragmented and Misleading View of the Team

A Fragmented and Misleading View of the Team

A Fragmented and Misleading View of the Team

03

Solution

A Holistic view of every associate

The redesigned Team page transforms fragmented data into a unified, actionable view of performance. Team Managers can now see their entire organization, both direct reports and outliers, at a glance and drill down seamlessly to understand who needs support and why.

Flexible Views

01 Confusing

Flexible Views

Dynamic Profile Cards

Dynamic Profile Cards

Dynamic Profile Cards

Rich Associate Profiles

Rich Associate Profiles

Rich Associate Profiles

Bottom Quartile Badges

Bottom Quartile Badges

Bottom Quartile Badges

04

Final Design

Expandable Team Views

Associate Drill Downs

Dynamic Profile Cards

05

Impact

33% Faster

Slashed Team Manager prep time from 30 → 20 minutes

↑7.16% Increase

Coaching sessions delivered, a major TM KPI

The release accelerated coaching efficiency, cutting prep time by 33% (from 30 to 20 minutes per session) and driving a 7.16% lift in coaching sessions delivered on Inspire—a critical KPI for team managers.

Their words, not mine... (scroll to view)

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.

Interested in connecting?

Let’s talk ideas, collaborations, or your next big idea coming to life.