· Zahoree ·
Zahoree
Customer Experience Simplified
Zahoree Virtual Teams is a fully managed global talent platform that democratizes Customer Experience (CX). It enables technology companies to assemble and manage support teams virtually, combining outsourced services with an AI-powered CX platform to resolve common pain points and eliminate business scaling obstacles.
My Role: As a Product Designer, I led the product strategy and user-centered design for Zahoree.
We conducted intensive UX Research, including numerous interviews and usability tests, to uncover crucial insights that informed the platform’s development. I was responsible for interaction design (UX) and user interface (UI) from end-to-end, covering information architecture, wireframes, high-fidelity prototypes, and the creation of a robust design system.
A central pillar was the conceptualization and design of gamification to incentivize the performance of CX specialists. I collaborated closely with development and business teams, ensuring every user flow and UI element empowered Customer Experience (CX) team management and transformed support into a profit center. Additionally, I explored how artificial intelligence could generate new predictive insights for the continuous improvement of the customer experience.
Objectives
& Expected Results
The main objective was to transform and optimize CX operations, resolving common support team management pain points and eliminating business scaling obstacles.
Goals:
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- Democratize CX: Make support team management accessible to companies of all sizes
- Optimize talent recruitment and management: Streamline selection, onboarding, and global CX specialist management
- CX automation and insights: Implement AI/ML tools for advanced customer experience analysis
- Improve key metrics: Enhance KPIs like CSAT, FCR, NPS, and CPH
- Transform support into profit center: Help companies view customer support as revenue opportunity
- Reduce talent turnover and improve retention: Address high staff rotation rates and lack of career progression opportunities that affect service quality and increase recruitment costs
Research
and Analysis
Methodology and Phases
User-centered design process combining Design Thinking with the Double Diamond model.
Design Thinking
- Empathize through interviews and surveys
- Define pain points; Ideate solutions
- Prototype concepts
- Test with users.
Double Diamond
- Discover → Define → Develop → Deliver
- Clear alignment with research, user flows, and iterative design cycles.
Market & Competitor Analysis
- Benchmark of remote team management platforms, CX outsourcing solutions, and AI customer service companies. Identified competitors in gamification and virtual team management, positioning Zahoree as comprehensive solution beyond simple outsourcing.
User Research
-
The difficulty of finding qualified CX talent globally.
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The difficulty of finding qualified CX talent globally.
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The lack of visibility into team performance and the end-customer experience.
- The need to transform customer feedback data into concrete actions.
- CX specialists, on the other hand, seek flexible working opportunities and access to training and development tools.
Personas
-
Carlos (CX Manager) Seeks scalable support solution, KPI visibility, and performance optimization capability
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Sofía (CX Specialist) Remote work professional seeking continuous training and skill application opportunities
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Ana (HR) Expects fast, effective, empathetic customer service regardless of channel or time
Strategy
and Planning
Brand Definition
Values: Efficiency, Transparency, Innovation, Trust, Empowerment
Mission: “Empower technology and e-commerce companies to build and optimize effective CX teams, democratizing access to global talent and advanced tools”
Vision: “Be the leading global platform revolutionizing customer experience management, transforming support into growth and loyalty driver”
User Journeys & Flows
- Companies: Onboarding (account setup to virtual team launch), Team Management (performance monitoring, specialist communication), Optimization (AI insights utilization)
- Specialists: Registration and Profile, Search and Application, Training (CX Academy), Task and Performance Management
Information Architecture
Modular and scalable platform design with clearly defined sections for companies (performance dashboards, CX analytics, team design tools, global talent pool access) and specialists (profile management, opportunity listings, CX Academy access, communication tools).
Gamification
Continuous The platform integrates a gamification system to motivate and guide CX specialists.collaboration using modern technologies:
Ranking and Rewards
- This system includes Points accumulated by users/specialists, Levels for progression through various ranks (Novice, Junior, Expert, Contributor, Trainer, Lead, Master, CSM, Legend), and Badges for achievements.
- A Career Roadmap visually displays progression paths and associated points/requirements, linked to the CX Academy and continuous training, fostering professional development.
- A Rewards System (Market) allows accumulated points to “unlock” digital rewards like courses (“Surprise Course,” “Technical English,” “Programming,” “IT Technician”) and virtual benefits (“Extra Life,” “1 Extra Overtime Hour”). “Souvenir” is also mentioned as a digital reward, though it could imply a physical item.
Design
and Prototypes
Solution conceptualization for team design, talent management, training, and advanced analytics with mapped key user journeys for both user types.
Wireframes & Concepts
- Low-fidelity Figma wireframes focused on intuitive layouts and clear flows, simplifying complex CX team configurations and presenting analytics comprehensibly.Low-fidelity wireframes in Figma focused on intuitive navigation and simplified property searches..
Interactive Prototypes
- High-fidelity web and mobile prototypes enabling fluid interactions for CX team design, performance dashboard exploration, CX Academy access, and specialist profile management, with subtle animations for user guidance.
Visual Identity
& UI Design
Professional, modern, clean aesthetic prioritizing readability and usability.
Color Palette
- Color Palette::
- Two Blue tones (trust/professionalism),
- Green accents (growth)
- Yellow accents (efficiency)
- Whites/grays (clarity/simplicity)
- Typography:
- Clear sans-serif fonts (Montserrat for headings
- Open Sans for body text) ensuring consistency and accessibility
Design System
-
Reusable UI components: Buttons, Inputs, Cards, Modals, Navigation Bars.
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Design tokens: Color variables, typography styles, spacing scales.
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Fully responsive and WCAG 2.1 compliant for accessibility.
UI Screens
- Dashboard: Main overview screen with key metrics, active projects table, calendar, and performance widgets.
- Profile: User account page showing personal info, progress level, and settings.
- Projects: Project management interface with filtering, search, and detailed project information table.
- Teams: Team gallery displaying member avatars, schedules, and team management tools.
- Candidates: Talent database with candidate profiles, skills, and recruitment status tracking.
- Positions: Job listings catalog with salary ranges, requirements, and vacancy management.
- And many secondary workflow screens.
Implementation
& Testing
The execution and quality assurance of the platform were paramount.
Front-End:
- React.js, Next.js for dynamic interface, Tailwind CSS for responsive design
Back-End
- Node.js, Express, MongoDB with robust AI/ML infrastructure for talent matching and analytics
API Integrations
- Communication platforms, CX survey tools, talent databases.
Quality Assurance & Testing
- Agile sprints with weekly demos, unit / integration / end-to-end testing, emphasis on multi-device compatibility and multilingual support.
Usability Testing
- Multiple rounds with real users resulting in onboarding optimization, dashboard readability improvements, and navigation refinements.
Evaluation
& Continuous Improvement
Zahoree successfully demonstrated ability to:
Results & KPIs
- Reduce CX team onboarding time
- Increase platform user engagement
- Significantly improve client CX metrics: >95% CSAT, >90% FCR, +20 NPS points, improved CPH efficiency
- Transform customer service into competitive differentiator and profit center
Continuous Improvements
- Phase 2: Advanced AI automation integration (ZWINGMAN™ for interaction simulation and recommendations)
- Phase 3: Talent pool expansion to new regions, support type diversification
- New Features: CRM tool integration exploration
Key Learnings
- Deep AI/ML integration crucial for CX operations efficiency and visibility
- Intuitive, user-friendly platform fundamental for maximizing tool utilization
- Virtual team model flexibility and scalability key for digital economy growth
- Continuous training and career development vital for service quality maintenance
Conclusion
& Next Steps
Project Recap
Zahoree consolidated as leading virtual CX team management platform, providing companies efficient and effective support scaling capabilities. Its focus on AI, talent management, and customer experience optimization transformed how companies approach support.
- Continue investing in AI capabilities for predictive analytics and process automation
- Expand strategic alliances for broader specialized CX services
- Strengthen global CX specialist community through CX Academy.