Prio - Mobile SaaS App for Remote Support Teams
Role: UX/UI Designer | Tools: Figma | Duration: 6 months
Creating calm, clarity, and control in daily workflows.
The Challenge
Cognitive overload from too many incoming tickets
Repetitive tasks
No clear task prioritisation
Stress & burnout rising
The Goal
Design a mobile experience where agents feel in control – able to prioritise, focus, and stay balanced throughout their workday.
Understanding the User
Meet Jessica – Remote agent juggling 50+ tickets daily.
Jessica needs clarity, automation & fewer distractions.
Design Phase Overview
Sitemap Diagram
Early Exploration
Design Solutions
Smart Prioritisation Dashboard
Clear hierarchy helps agents focus on today’s top tasks.
AI Smart Responses
Suggests context-aware replies to cut repetition.
Well-being Check-ins
Gentle reminders & micro-break tracking to prevent burnout.
Iteration & Usability
Two usability studies refined dashboard clarity & triage flow.
Key improvements: simpler card layout, flexible smart responses, and faster ticket escalation.
Before Usability Study
After Usability Study
Visual Design System
Calm colours & clean typography reinforce focus & accessibility
Accessibility & Inclusivity
High contrast for visibility
Icon & label navigation
Supportive, neutral language
Results & Reflection
“It finally feels like an app made for us – simple, calm, and helpful.” – Test participant
Prototype testing showed improved clarity, reduced overwhelm, and faster task completion.
Clarity +40% | 
Stress -30% | 
Efficiency +25%
(simulated metrics)
Next Steps
Validate high-fi prototype with more agents
Explore adaptive AI for smarter responses
Extend design system to desktop version