Webex B2B Mode Management
Apr 2025
Highlight of my contribution
Within a week, I created a detailed design spec for this new request with clear UX guidelines covering all possible edge cases, validated by user needs and technical constraints.
What is Mode Management
Within a week, I created a detailed design spec for this new request with clear UX guidelines covering all possible edge cases, validated by user needs and technical constraints.
From 0 to 1
01
It was a straightforward request. The feature PM shared a proposed design from their designer and asked if I could apply it directly to our User Hub portal.
02
I requested the initial requirement details and the related admin settings design in Control Hub to ensure my solution aligned with user needs and remained consistent with the parent settings in the admin portal.
03
With all the necessary context and domain knowledge, I created the first design proposal within a week.
In the next section, I’ll share more about the research and analysis I conducted to validate my design.
04
Of course, I went through several rounds of reviews with the engineering teams, PMs, and stakeholders to ensure everyone was aligned on the final decision.
Validations & Challenges
Validations:
To ensure the new feature aligned seamlessly with the parent settings UX in Control Hub, I tested the end-to-end user flows from a real client perspective. The process wasn’t entirely intuitive at first, as I wasn’t the primary designer for that domain.
Challenges:
While I could test the main user flows in a testing account, numerous edge cases and technical limitations still needed clarification during syncs with the engineering team. Following the initial design proposal, I collaborated through several review rounds with engineers to refine and finalize the solution.
Outcome
With this new feature, users can now log into their personal User Hub portal and update call-forwarding settings for specific queues in just five clicks.
There’s no need to request special permissions or access the admin Control Hub portal. The process eliminates the complex, IT-specific setup flows—making it quick and intuitive for users to adjust call forwarding when sudden schedule changes occur.