CASE STUDY

How Brafton Reinvented Customer Support Software for an Enterprise Home Security Company

Better customer experiences start with better employee experiences. Brafton partnered with a leading home security company to redesign its internal customer management platform, combining UX research, interactive prototyping and frontline agent validation to create more intuitive, efficient workflows.

The Project at a Glance

Client: Enterprise home security provider.
Users: Frontline customer service agents.
Challenge: Replace a legacy CRM and redesign fragmented customer support workflows.
Services: UX research, strategy, interactive prototyping, user validation and UI design.
Deliverables: Agent-validated prototypes and implementation-ready Figma designs.

THE CHALLENGE

Replace a Legacy CRM Without Disrupting Agent Workflows

When our client set out to modernize the internal software its customer service agents use every day, they weren’t looking for just a cosmetic redesign.

The company needed to replace an aging CRM fraught with complex workflows to create a better, more streamlined day-to-day experience for employees who rely on the platform.

Brafton partnered with the client to lead UX discovery, prototype new workflows and validate them directly with the people using the software daily.

An Aging CRM & Poor UX

The client’s existing customer support platform had become increasingly difficult for agents to navigate, and ultimately had to be retired for security reasons.

But beyond that, the system required employees to move between multiple screens and workflows to complete common tasks. Important information was difficult to find, and the overall experience didn’t reflect how agents actually worked.

Employee feedback on the current software left something to be desired, and produced an engagement score of just 65. That was well below the organization’s target of 80.

Additional Challenges

The project also presented an unusual challenge for Brafton’s UX team: Because the software contained sensitive customer information, the team couldn’t interact with the platform directly. Instead, they relied on screen recordings, existing documentation and stakeholder walkthroughs to understand current workflows, identify friction points and uncover improvement opportunities.

Rather than simply redesigning the interface, our client wanted to completely rethink how agents completed their work. Brafton’s main objectives for this engagement were to add and test new features, improve existing workflows and organize information in ways that helped employees resolve customer requests more efficiently.

THE SOLUTION

UX research & strategy

UX/UI design

Interactive prototyping

Stakeholder workshops

User testing & validation

UX Discovery & Strategy

This was a true UX consulting project from beginning to end, with in-depth discovery sessions and collaboration before design and prototyping began.

Our UX and design teams synthesized existing documentation, reviewed workflow recordings and met with client-side stakeholders to understand business objectives and the everyday challenges agents experienced using the current platform. This discovery phase was critical for establishing priorities before creating concepts.

Interactive Prototyping

From there, our teams built interactive prototypes using Lovable, providing stakeholders and agents with functional simulations of priority workflows and enabling a more realistic way to experience proposed features and workflows than static wireframes alone could provide.

Validation & Refinement

Once we had functional prototypes, we facilitated scenario-based workshops with frontline agents to document friction points, edge cases and role-specific needs. Then, we revised ahead of retesting.

Validated Interface Design

Once stakeholders validated final test workflows, Brafton’s UX team translated them into polished Figma mockups aligned with the clients’ existing design language and implementation requirements.

The redesign centered on a new Support Hub that consolidated crucial customer information — account details, subscriptions, system health, communications and notes — into a single, organized workspace. This reduced the need to move between disconnected screens and helped agents build a more complete understanding of the customer’s situation before taking action.

We also took on UX and design work around subscription management workflows, billing experiences and customer lookup functionality while accommodating multiple user permission levels across different agent roles.

Collaboration

One of the most valuable aspects of the project was the opportunity to collaborate directly with the people who would ultimately use the software.

Brafton facilitated two rounds of scenario-based workshops with groups of 10–15 frontline agents. Participants worked through common service tasks as well as less frequent edge cases, providing real-time feedback on information hierarchy, terminology, feature placement and workflow sequencing.

Our team synthesized findings, revised prototypes and returned for a second round of validation before finalizing interface designs.

This collaborative approach helped ensure the final solution reflected actual day-to-day workflows rather than just assuming how agents worked. It brought together stakeholders across key departments, building alignment across customer support, development and management.

THE OUTCOME

A More Intuitive Platform for Customer Support

Interactive prototypes validated with 10–15 frontline agents.

2 rounds of collaborative user workshops.

Follow-on UX engagements awarded after project completion.

Our engagement provided the client with a validated design direction grounded in the practical needs of its frontline agents.

Our UX team reorganized priority workflows around how employees actually complete their work. The team also consolidated critical customer information into a more accessible interface.

Frontline agents responded positively to the revised experience, while the client’s continued investment in Brafton and additional UX work demonstrated confidence in both the process and the results.

The new experience was met with enthusiastic feedback:

The Billing and Payments mocks […] look great, and our Agents are really excited for the new page.

Business analyst, enterprise home security provider

Most importantly, the project demonstrated the impact of involving end users throughout the UX and visual design process. Rather than designing around assumptions, Brafton worked alongside the employees who rely on the software every day to deliver exceptional customer support. Our finished design better reflected those employees’ daily workflows, priorities and needs.

Build Better User Experiences

Whether optimizing a public-facing website or an internal business application, thoughtful UX begins with understanding the people using the product and designing with them, not just for them.

The best user experiences aren’t built on assumptions. They’re built through collaboration, testing and continuous refinement. That’s the approach Brafton brings to every UX engagement, helping organizations create software that’s intuitive, helpful and that people enjoy using.