Mobilise’s CRM couldn’t support both traveller eSIMs and national SIMs within a single workflow. Tools were fragmented, inconsistent, and difficult for agents to use, leading to slower support, more training time, and frequent errors.
I aimed to create a modular, scalable CRM that could support multiple service models, streamline agent tasks, and deliver a clearer, more efficient experience for both agents and end users.
I partnered closely with product and QA teams to map agent pain points and prioritise issues based on impact.
My responsibilities included:
leading the UX and UI direction
conducting workflow audits
creating interaction models
building interactive prototypes
validating the concepts with internal stakeholders
As a team, we iterated quickly, refining flows and edge cases based on QA findings and product requirements. I redesigned key operational areas using a task-based approach, introduced quick filters, advanced search, and contextual insight cards to surface the right information at the right time.
Balancing two fundamentally different service models without overwhelming agents.
I solved this by designing flexible layouts and reusable components that adapted to the needs of both models while maintaining a consistent experience.
The team supported this by validating edge cases, ensuring data accuracy, and refining logic before implementation.
What I delivered:
A unified interaction model that enabled two service types to operate within one CRM
Streamlined workflows with clearer information hierarchy
Redesigned dashboard, profile pages, and task flows for higher agent efficiency
Dozens of usability improvements across navigation and task structure
What we achieved as a team:
Faster, cleaner CRM that replaced two fragmented tools
Reduced agent training time through consistent patterns
Increased task completion efficiency through smarter workflows
Improved visibility into customer accounts and subscriptions
Reduced onboarding time and fewer support errors
The redesign created a scalable CRM foundation that supports multiple service types and future growth.
My work played a direct role in helping Mobilise demonstrate product maturity during client demos, contributing to stronger commercial conversations and new client wins.
