Mavens Case Study

Business Initiative

During the height of the COVID-19 pandemic, Pfizer needed to rapidly expand its internal call center management software to support an unprecedented surge in healthcare inquiries. The existing system couldn’t scale fast enough to meet demand, and call agents struggled with complex workflows and inconsistent user interfaces. Mavens, a health technology consultancy, was engaged to help redesign and modernize the platform for speed, scalability, and clarity.

The primary objective was to create an experience that streamlined call center operations, supported new case types, and allowed faster implementation using the Salesforce Lightning Design System (SLDS)—all without sacrificing usability or accessibility under high-pressure conditions.

My Role, Team, and Timeline

As Senior UX Designer, I led the end-to-end design over a six-month period, working closely with product managers, engineers, and stakeholders in an agile, startup-paced environment. My focus was to ensure that all design decisions aligned with Pfizer’s operational goals while maintaining strict compliance with SLDS standards for consistency and accessibility.

The project demanded rapid design cycles, clear documentation, and frequent iteration. I facilitated daily design reviews with engineering to ensure every layout, component, and interaction mapped directly to available SLDS elements—accelerating development while reducing ambiguity and handoff friction.

Design Process

The process began with a series of stakeholder workshops to clarify business priorities and map call center workflows across Pfizer’s support network. I conducted contextual interviews with agents to understand pain points in handling high-volume, multi-channel communication under crisis conditions. These insights shaped user flows and identified areas where automation and clearer interface hierarchy could save valuable time.

I then produced detailed wireframes and high-fidelity prototypes using Figma, structured around SLDS components for immediate developer use. Each screen emphasized clarity, speed, and reduced cognitive load—surfacing key case details, automating routine actions, and minimizing navigation depth for call agents.

Throughout the project, I partnered directly with Salesforce engineers to validate feasibility and maintain pixel-to-component parity. This hands-on collaboration ensured that design decisions translated accurately into development and that performance, accessibility, and maintainability remained top priorities.

Outcome and Impact

The redesigned Salesforce Lightning experience delivered measurable improvements in efficiency and usability:

• Increased engineering efficiency by 25% through streamlined SLDS component integration
• Reduced average call handling time and improved workflow visibility for support teams
• Enabled rapid deployment of new case types without additional design overhead
• Provided Pfizer with a scalable, accessible design framework suitable for future crisis response tools

The project demonstrated how structured design systems like SLDS can drive both speed and quality—helping a global organization respond effectively under pressure while maintaining a consistent, user-centered experience.