Problem
Second Nature's internal call experience had never seen a designer. Built by developers over time, it had become fragmented and unintuitive, forcing coaches and customer support staff to hold entire processes in their heads, context switch between views, and navigate a sprawling interface just to get through each call.
Responsibilities
I redesigned the call experience for Second Nature's health coaching and customer support teams, surfacing all key user information in one place and replacing a developer-built patchwork with a considered, intuitive layout and smarter integrations.
Impact
Reduced individual call time by 50% as coaches could find everything they needed without context switching or relying on memory. The redesign earned enough trust that it was rolled out across all other call types, eventually becoming the blueprint for the wider internal platform and securing further design investment.
