NeuraFlash Desktop for Amazon Connect
The NeuraFlash Desktop was designed as a unified workspace for Amazon Connect users — enabling agents, supervisors, and business operations teams to collaborate seamlessly within one platform. I led product design for the initiative, creating an experience that simplified complex call-center workflows, improved visibility across teams, and integrated key functions that had previously lived in disconnected tools. The project resulted in a scalable, role-based product now listed on the AWS Marketplace.
The Objective:
Our goal was to design a centralized desktop solution that brought together all aspects of the customer support workflow — from real-time call handling to performance monitoring and team communication. Amazon Connect users were previously managing fragmented systems that forced agents, supervisors, and operations teams to switch contexts constantly. The objective was to replace that disjointed environment with a cohesive, intuitive workspace that improved speed, clarity, and collaboration.
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The Approach:
I began by mapping user journeys across all three roles: agents, supervisors, and business operations. Each had unique goals and pain points — agents needed real-time performance insights, supervisors required visibility into live activity and coaching tools, and operations teams needed centralized communication and compliance features. Through collaborative workshops with internal stakeholders and client teams, I designed a modular interface that adapted to each role’s responsibilities while maintaining a consistent user experience. The system integrated real-time metrics, Microsoft Teams communication, and historical dashboards — all within a single, seamless view. I also established a scalable design system that ensured alignment with both NeuraFlash’s and Amazon’s design standards, enabling faster iteration and future product expansion.
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The Impact:
The NeuraFlash Desktop launched successfully on the AWS Marketplace, earning strong adoption across multiple enterprise clients. Agents reported faster access to critical information and fewer workflow interruptions, while supervisors benefited from real-time visibility and easier coaching capabilities. Business operations teams gained a more reliable channel for communication and compliance management. Overall, the redesign significantly improved team efficiency, collaboration, and decision-making — transforming the Amazon Connect experience into a truly connected ecosystem.
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