Humara · 2023–26

Redesigning the tool behind an AI sales agent

Every client's AI sales agent is set up in Humara's internal back office. I owned its redesign, from versioning and activity logs to product- and customer-specific configuration.

Product Designer

What it was

Humara is an AI sales agent used by Verizon, Vodafone and Virgin Media O2. Behind it sits an internal back office where our team configures what the agent knows and recommends for each client.

It had grown feature by feature. I owned the redesign, working through the most complex flows: versioning, activity logs, and configuration that changes per product and per customer.

What I learned

Internal tools have users too
Placeholder: what changed when you treated colleagues as the users? Who did you sit with, and what surprised you about how they actually worked?
Versioning is a trust feature
Placeholder: versioning came up in six stakeholder interviews, more than anything else. What did designing branches, compare and promote teach you about confidence?
Complexity has to live somewhere
Placeholder: nine configuration buckets became one inheritance chain. Where did you choose to put the complexity, and what would you do differently?