KAE Embed
Push the adoption of the full suite of features.
Sprint
2 Weeks
Team
Product designer (me), product manager and front-end engineers.
The project
The Kaluza Agent Experience (KAE) was underutilized due to its default access method. Agents begin customer inquiries in Salesforce and use a back command menu to access individual services like contract views and meter reads. This limited view prevents them from seeing the navigation bar, reducing awareness of KAE's full suite of services.
My responsibilities
To improve the user experience and encourage full tool adoption, the business proposed embedding KAE directly into Salesforce. Our client agreed to a two-week trial of this embedded modal. My role was to research how agents currently use KAE and assess whether the embedded version provided a better solution. I Identified how oversized fonts and excessive white space reduced agent visibility, and worked with product management and engineering to decrease padding and font size on the agent experience platform.
The challenge
The project took place during the energy price hike, this increased the volume of calls significantly which put pressure on agents to work as fast as possible, leading them to rely on familiar workflows rather than adopt the new feature.
Phase one
Pilot
I collaborated with 19 customer care agents, including a team lead, over a two-week period. We began with a feedback session where agents shared their experiences with KAE compared to their current Salesforce workflow.
I worked with the training manager to develop a user guide, which agents accessed through an online learning course. Throughout the experiment, I conducted interviews and observed agents in person to assess whether KAE embed improved their workflow.
How we measured success
The two key pillars of success were: first, agents actively used KAE embed and found it more efficient with a better user experience than accessing KAE through the backslash menu. Second, we measured the impact on average handling time.”
What we discovered
I shadowed agents on calls and in person, observing that some did not use KAE embed, especially during the energy price increase. Under pressure from high call volumes and concerned customers, they defaulted to familiar workflows.
During observations, I noticed that KAE’s interface was too large for its embedded space in Salesforce, making visibility difficult. Some agents also shared this feedback.
After two weeks, we recorded a 1.6-minute reduction in AHT, likely due to KAE embed minimizing the number of open tabs.
Phase two
I collaborated with engineers to reduce font size and whitespace, significantly minimizing scrolling.
After the KAE embed was released to all agents alongside a training course, the backslash menu remained accessible. Seven months later, I surveyed agents and found that all had adopted KAE embed over the backslash menu, citing its ease of use and centralised access. Overall tool usage increased, and 92% of agents reported that KAE embed improved their ability with supporting customers.
