Domain: Unified Communications (UC)
Time on task - 14% Task success rate + 15% Error rate - 8% User satisfaction +25%
By addressing root causes instead of symptoms, we achieved measurable results:
We shifted from reacting to problems to a forecasting-driven process.
Requirements workshop Data analysis User interviews Support-team collaboration JTBD User scenarios User flow Backlog prioritization Feature design Developer handoff
Zultys is a 20-year-old Unified Communications platform serving enterprise teams across calls, chat, conferencing, SMS, and admin tools.
The product runs on heavy legacy architecture. No documentation. No research practice. No clear ownership of UX. I joined as the sole UX designer on the desktop app.
The team didn’t have a full picture of how the product worked anymore. No one had ever mapped the app end-to-end. Support was overwhelmed with repeat problems. Engineering shipped in the dark. Users were several layers removed behind a reseller chain.
The product was complex. The system was unclear. The experience was stuck in 2005.
We ran the company’s first true discovery process in two decades.
For the first time, we reached real end users directly — not through resellers, not through assumptions.
We interviewed agents, observed real workflows, analyzed support logs, and surfaced the pain points that had been invisible for years.
Insights were immediate, actionable, and often contradicting internal beliefs.
Done in weeks, not months, this low-cost effort produced 99+ actionable insights that shaped all subsequent design work.
.gif)