Customer Care Portal
Designing an all-in-one tool that made customer support faster, simpler, and far more effective.
Redbox was a major US company best known for its DVD rental kiosks and, later, its streaming platform. With millions of customers, their support centers had to handle huge call volumes — often from frustrated users whose movies or services weren’t working. Alongside the UX contract work, I also created a short logo reveal video for the brand — a small side project.
It was a true team effort that brought together UX, product, testing, and engineering. I collaborated with Jennifer Siedjak and Meg Vais on UX, with Myra Leynes leading product and Robert Boxall heading engineering. Together we set out to replace a patchwork of separate tools with a single portal designed to make life dramatically easier for customer care agents.
CCP Story & Phases
We started by replacing the login process and covering the entire streaming side of customer care. Once that foundation proved successful, the portal was expanded to handle the physical DVD business as well. In the end, CCP grew into a single platform that supported every part of Redbox’s customer service operations.
The challenge was clear: agents had to jump between four or five different apps just to solve one customer’s problem. It was slow, confusing, and costly. With CCP we eliminated the chaos — no more alt-tabbing, no more fragmented systems. Everything was brought together in one clean, easy-to-use portal, cutting costs and letting agents focus on helping customers instead of fighting their tools.
Evolution
From early sketches and wireframes to mockups, prototypes, and the polished application — the portal went through every stage of design before becoming the tool that agents relied on daily.
The portal became the single go-to tool for customer care agents, saving time and effort every day.
The Result
Research & Testing
Each stage was backed by real user research and testing sessions. We analyzed recordings, collected feedback, and refined the design through multiple iterations. The improvements were clear, and the feedback from customer care agents was overwhelmingly positive — with fantastic ratings that confirmed how much easier their work had become.
In the end, CCP became more than just a cost-saving tool — it was a system that customer care agents truly valued. For me, it was one of those projects where thoughtful design proved its worth every single day.