Sparkcentral's UI had remained largely unchanged since 2013. New features and experiences added over the years, in addition to the evolution of the digital customer care world, had pushed that UI to its limits. The product demanded large changes that addressed this stagnation and would carry the product into the foreseeable future and beyond.
Over my 3 years with Sparkcentral, I'd spoken with many of our users, observed competitors, and had an understanding of how we wanted the app to evolve.
Aside from the visual style, I'd identified 3 areas of the application that could most benefit from a redesign: the conversation area, filters, and contact information.
