Intelligent Email, Resources Automation System
Intelligent Email, Resources Automation System
Intelligent Email, Resources Automation System
Built for a global IT services and consulting firm managing an overwhelming volume of client emails across multiple (LOB) Lines of Business. Every day, support teams were sifting through inboxes manually sorting, prioritising, and assigning cases by hand, with no shared visibility into who was working on what. This slowed response times, created inconsistent quality control, and left both agents and administrators working reactively instead of strategically.
Built for a global IT services and consulting firm managing an overwhelming volume of client emails across multiple (LOB) Lines of Business. Every day, support teams were sifting through inboxes manually sorting, prioritising, and assigning cases by hand, with no shared visibility into who was working on what. This slowed response times, created inconsistent quality control, and left both agents and administrators working reactively instead of strategically.
Built for a global IT services and consulting firm managing an overwhelming volume of client emails across multiple (LOB) Lines of Business. Every day, support teams were sifting through inboxes manually sorting, prioritising, and assigning cases by hand, with no shared visibility into who was working on what. This slowed response times, created inconsistent quality control, and left both agents and administrators working reactively instead of strategically.
UX Case study
UX Case study
UX Case study
Industry
Industry
Industry
Consuting
Consuting
Consuting
Client
Client
Client
Cognizant
Cognizant
Cognizant
My Role
My Role
My Role
Lead UX -UI Design
Lead UX -UI Design
Lead UX -UI Design
Tools
Tools
Tools
· Adobe XD · Illustrator · Miro
· Adobe XD · Illustrator · Miro
· Adobe XD · Illustrator · Miro
⁂ This project was delivered under NDA. Screens and details shown here are a curated, sanitised selection.
⁂ This project was delivered under NDA. Screens and details shown here are a curated, sanitised selection.
⁂ This project was delivered under NDA. Screens and details shown here are a curated, sanitised selection.
The Automation Aims To
The Automation Aims To
The Automation Aims To
01
01
01
Classify emails based on priority and complexity
Classify emails based on priority and complexity
Classify emails based on priority and complexity
02
02
02
Automate ticket creation and handling
Automate ticket creation and handling
Automate ticket creation and handling
03
03
03
Distribute tasks among agents based on capacity and skills
Distribute tasks among agents based on capacity and skills
Distribute tasks among agents based on capacity and skills
04
04
04
Improve QC monitoring and analytics
Improve QC monitoring and analytics
Improve QC monitoring and analytics
05
05
05
Introduce gamification and recognition features to boost morale
Introduce gamification and recognition features to boost morale
Introduce gamification and recognition features to boost morale
Project Overview
Project Overview
Project Overview
The project focuses on designing an Email Automation and Resource Optimization Platform that manages high volumes of emails across multiple LoBs (Lines of Business). It integrates case handling, quality control (QC), agent tracking, and workflow-based email prioritization using automation.
The project focuses on designing an Email Automation and Resource Optimization Platform that manages high volumes of emails across multiple LoBs (Lines of Business). It integrates case handling, quality control (QC), agent tracking, and workflow-based email prioritization using automation.
The project focuses on designing an Email Automation and Resource Optimization Platform that manages high volumes of emails across multiple LoBs (Lines of Business). It integrates case handling, quality control (QC), agent tracking, and workflow-based email prioritization using automation.
Problem Statement
Problem Statement
Problem Statement
Organisations handling large volumes of client emails manually are experiencing:
Organisations handling large volumes of client emails manually are experiencing:
Organisations handling large volumes of client emails manually are experiencing:
Poor visibility over task assignments
Poor visibility over task assignments
Poor visibility over task assignments
No real-time tracking of performance metrics
No real-time tracking of performance metrics
No real-time tracking of performance metrics
Delays due to non-prioritised email management
Delays due to non-prioritised email management
Delays due to non-prioritised email management
Lack of appreciation and motivation among employees
Lack of appreciation and motivation among employees
Lack of appreciation and motivation among employees
Impact: How Neuromail Improved Workflow
Impact: How Neuromail Improved Workflow
Impact: How Neuromail Improved Workflow
65%
65%
65%
Reduction in manual email sorting time
Reduction in manual email sorting time
Reduction in manual email sorting time
33%
33%
33%
Faster Average Handling Time (AHT)
Faster Average Handling Time (AHT)
Faster Average Handling Time (AHT)
32%
32%
32%
Increase in agent
productivity
Increase in agent
productivity
Increase in agent
productivity
25%
25%
25%
Improvement in first-time resolution rate
Improvement in first-time resolution rate
Improvement in first-time resolution rate
Process
Process
Process
PHASE 1
PHASE 1
PHASE 1
Empathize & Define
Empathize & Define
Empathize & Define
Strategy building: defining the timeline and what data needed to be collected
Strategy building: defining the timeline and what data needed to be collected
Strategy building: defining the timeline and what data needed to be collected
User interviews and pain-point identification (agents, admins, super admins)
User interviews and pain-point identification (agents, admins, super admins)
User interviews and pain-point identification (agents, admins, super admins)
Problem framing: email overload, delayed responses, no appreciation tracking
Problem framing: email overload, delayed responses, no appreciation tracking
Problem framing: email overload, delayed responses, no appreciation tracking
PHASE 2
PHASE 2
PHASE 2
Ideate & Research
Ideate & Research
Ideate & Research
Competitive benchmarking (e.g., Ushur Smart Mail, Avasoft)
Competitive benchmarking (e.g., Ushur Smart Mail, Avasoft)
Competitive benchmarking (e.g., Ushur Smart Mail, Avasoft)
Defined and identified KPIs: AHT, QC Accuracy, SLA Adherence, Productivity, Utilization
Defined and identified KPIs: AHT, QC Accuracy, SLA Adherence, Productivity, Utilization
Defined and identified KPIs: AHT, QC Accuracy, SLA Adherence, Productivity, Utilization
Defined key screens on the basis of complexity vs. simple screens
Defined key screens on the basis of complexity vs. simple screens
Defined key screens on the basis of complexity vs. simple screens
PHASE 3
PHASE 3
PHASE 3
Prototype
Prototype
Prototype
Wireframing and IA an estimated 20+ screens across modules
Wireframing and IA an estimated 20+ screens across modules
Wireframing and IA an estimated 20+ screens across modules
Email categorization logic, ticket workflows, dashboard viewsfor different roles
Email categorization logic, ticket workflows, dashboard viewsfor different roles
Email categorization logic, ticket workflows, dashboard viewsfor different roles
Added features like autofill suggestions and real-time errorhandling; an AI database was created
Added features like autofill suggestions and real-time errorhandling; an AI database was created
Added features like autofill suggestions and real-time errorhandling; an AI database was created
PHASE 4
PHASE 4
PHASE 4
Test & Iterate
Test & Iterate
Test & Iterate
Role-based testing (Agent / Admin / Super Admin)
Role-based testing (Agent / Admin / Super Admin)
Role-based testing (Agent / Admin / Super Admin)
Gathered feedback through usability testing and refined the design based on inputs
Gathered feedback through usability testing and refined the design based on inputs
Gathered feedback through usability testing and refined the design based on inputs
Usability focused on prioritization, reporting, and tracking appreciation metrics
Usability focused on prioritization, reporting, and tracking appreciation metrics
Usability focused on prioritization, reporting, and tracking appreciation metrics
Agent Interview
Agent Interview
Agent Interview
“I have to manually check multiple spreadsheets and emails every morning.”
“I have to manually check multiple spreadsheets and emails every morning.”
“I have to manually check multiple spreadsheets and emails every morning.”
“Sometimes I miss important mails because there’s no prioritization.”
“Sometimes I miss important mails because there’s no prioritization.”
“Sometimes I miss important mails because there’s no prioritization.”
“I handle multiple threads without knowing what was already discussed.”
“I handle multiple threads without knowing what was already discussed.”
“I handle multiple threads without knowing what was already discussed.”
“It’s hard for agents to stay motivated or feel valued.”
“It’s hard for agents to stay motivated or feel valued.”
“It’s hard for agents to stay motivated or feel valued.”
“When mails escalate, I’m blamed even if I wasn’t informed on time.”
“When mails escalate, I’m blamed even if I wasn’t informed on time.”
“When mails escalate, I’m blamed even if I wasn’t informed on time.”
Admin Interview
Admin Interview
Admin Interview
“I don’t know in real-time which agents are overloaded.”
“I don’t know in real-time which agents are overloaded.”
“I don’t know in real-time which agents are overloaded.”
“There’s no way to distinguish between complex and
simple emails.”
“There’s no way to distinguish between complex and
simple emails.”
“There’s no way to distinguish between complex and
simple emails.”
“Escalations reach me too late when the damage is
already done.”
“Escalations reach me too late when the damage is
already done.”
“Escalations reach me too late when the damage is
already done.”
“I can’t pull consistent performance reports to evaluate
agent growth.”
“I can’t pull consistent performance reports to evaluate
agent growth.”
“I can’t pull consistent performance reports to evaluate
agent growth.”
“There’s no standardized process to onboard or train new agents on email handling.”
“There’s no standardized process to onboard or train new agents on email handling.”
“There’s no standardized process to onboard or train new agents on email handling.”
To gain a deeper understanding of the problem, initial interviews were conducted with subject matter experts and users.
To gain a deeper understanding of the problem, initial interviews were conducted with subject matter experts and users.
To gain a deeper understanding of the problem, initial interviews were conducted with subject matter experts and users.
Personas
Personas
Personas
Pradeep Misra
Pradeep Misra
Pradeep Misra
AGENT
AGENT
AGENT
Age 29 · Chennai, India
Male · Intermediate tech
proficiency
Age 29 · Chennai, India
Male · Intermediate tech
proficiency
Age 29 · Chennai, India
Male · Intermediate tech
proficiency
“I am not getting any appreciation on my work.”
“I am not getting any appreciation on my work.”
“I am not getting any appreciation on my work.”
GOALS
GOALS
GOALS
Respond to emails efficiently without missing deadlines or SLAs
Respond to emails efficiently without missing deadlines or SLAs
Respond to emails efficiently without missing deadlines or SLAs
Reduce manual effort spent filtering and prioritizing emails using Excel
Reduce manual effort spent filtering and prioritizing emails using Excel
Reduce manual effort spent filtering and prioritizing emails using Excel
Gain visibility and appreciation for consistently
meeting targets and resolving complex issues
Gain visibility and appreciation for consistently
meeting targets and resolving complex issues
Gain visibility and appreciation for consistently
meeting targets and resolving complex issues
Improve email handling speed by accessing
templates, historical data, and support resources
in one place
Improve email handling speed by accessing
templates, historical data, and support resources
in one place
Improve email handling speed by accessing
templates, historical data, and support resources
in one place
FRUSTRATIONS
FRUSTRATIONS
FRUSTRATIONS
Lack of recognition despite completing high-
priority tasks under pressure
Lack of recognition despite completing high-
priority tasks under pressure
Lack of recognition despite completing high-
priority tasks under pressure
Manually sorting and prioritizing emails wastes
valuable time and increases stress
Manually sorting and prioritizing emails wastes
valuable time and increases stress
Manually sorting and prioritizing emails wastes
valuable time and increases stress
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Ambiguity in task complexity, resulting in uneven
workload distribution across team members
Ambiguity in task complexity, resulting in uneven
workload distribution across team members
Ambiguity in task complexity, resulting in uneven
workload distribution across team members
Ayush Mehra
Ayush Mehra
Ayush Mehra
ADMIN
ADMIN
ADMIN
Age 35 · Mumbai, India
Male · Advanced tech proficiency
Age 35 · Mumbai, India
Male · Advanced tech proficiency
Age 35 · Mumbai, India
Male · Advanced tech proficiency
“I am not able to assign tasks smartly, track performance in real-time, and
prevent issues before they escalate.”
“I am not able to assign tasks smartly, track performance in real-time, and
prevent issues before they escalate.”
“I am not able to assign tasks smartly, track performance in real-time, and
prevent issues before they escalate.”
GOALS
GOALS
GOALS
Distribute tasks fairly based on agent experience, availability, and performance
Distribute tasks fairly based on agent experience, availability, and performance
Distribute tasks fairly based on agent experience, availability, and performance
Gain visibility into live performance metrics like SLA
breaches, AHT, and escalations
Gain visibility into live performance metrics like SLA
breaches, AHT, and escalations
Gain visibility into live performance metrics like SLA
breaches, AHT, and escalations
Intervene early in at-risk cases before they
escalate to client dissatisfaction
Intervene early in at-risk cases before they
escalate to client dissatisfaction
Intervene early in at-risk cases before they
escalate to client dissatisfaction
Standardise workflows and prioritisation, ensuring
consistency across the team and empower agents
with tools and data to independently resolve issues
Standardise workflows and prioritisation, ensuring
consistency across the team and empower agents
with tools and data to independently resolve issues
Standardise workflows and prioritisation, ensuring
consistency across the team and empower agents
with tools and data to independently resolve issues
FRUSTRATIONS
FRUSTRATIONS
FRUSTRATIONS
No centralized dashboard to monitor agent activity
in real-time
No centralized dashboard to monitor agent activity
in real-time
No centralized dashboard to monitor agent activity
in real-time
Inability to detect workload imbalance, leading to
team inefficiency and fatigue
Inability to detect workload imbalance, leading to
team inefficiency and fatigue
Inability to detect workload imbalance, leading to
team inefficiency and fatigue
Delayed escalations due to lack of alerts or
automated risk identification
Delayed escalations due to lack of alerts or
automated risk identification
Delayed escalations due to lack of alerts or
automated risk identification
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Poor version tracking in email chains leads to
duplicate efforts and client dissatisfaction; no
access to relevant mail history or context
Screens from the platform.
Screens from the platform.
Screens from the platform.
To design an effective and user-centric solution, it was crucial to understand the real people behind the system. These personas align design decisions with actual user needs, frustrations, goals, and behaviors each reflecting a unique role in the email handling ecosystem.
To design an effective and user-centric solution, it was crucial to understand the real people behind the system. These personas align design decisions with actual user needs, frustrations, goals, and behaviors each reflecting a unique role in the email handling ecosystem.
To design an effective and user-centric solution, it was crucial to understand the real people behind the system. These personas align design decisions with actual user needs, frustrations, goals, and behaviors each reflecting a unique role in the email handling ecosystem.
Projects
Designed intuitive experiences that balance user needs and business goals across multiple industries.
Designed intuitive experiences that balance user needs and business goals across industries.
