Senior UX Designer, Lead
~5 months
UX Manager, Product Managers, Inventory, Compliance, API & Front-End Developers
This wasn’t just a usability issue it was an operational risk. Bandwidth’s Inventory Management platform underpins how global telephone numbers are provisioned, organised, and audited across multiple regions.
Following the Voxbone integration, the experience became fragmented, combining two systems with inconsistent navigation, duplicated functionality, and conflicting interaction patterns.
What had once worked became increasingly difficult to scale, forcing teams to rely on workarounds rather than the system itself.
"This created operational friction at scale. Teams spent too long trying to find the right data, complete simple actions, and understand what had changed."
The challenge wasn’t just to redesign screens, it was to realign the system with how teams actually worked. It was that the structure underneath no longer supported how operations teams worked day to day.
The original system had been organised around country-based modules and inherited data structures. In practice, users thought in terms of tasks the gap between system structure and operational behaviour was where most friction lived.
The aim of this project was to replace an opaque and inconsistent workflow with a clear, guided journey that customers could trust. We needed an experience that improved accuracy, reduced dependency on support teams and could scale as Bandwidth entered new markets.
“The strongest pattern was that the interface reflected system logic, not operational logic. Users thought in tasks, but the system was organised by entities and regions.”
The core issue became clear early, the system reflected engineering logic, not operational logic.
Rather than starting with assumptions, I began by observing how teams actually used the tool. I sat with Compliance Ops analysts during live workflows, watched where they hesitated, and noted where the system forced them to rely on memory, workarounds, or support.
That was paired with a heuristic evaluation of the existing interface, card-sorting workshops, and early concept testing. The goal was to understand the logic users had already built in order to get their work done.
Operations Support
Compliance Ops Administrator
Patterns identified during research highlighted opportunities to reduce manual effort, improve accuracy, and support decision-making through intelligent assistance.
Reduce reliance on memory by surfacing the next likely action based on user behaviour and workflow context.
Surface relevant bulk actions automatically based on selected data, reducing the need to search through menus.
Recommend filter combinations based on common usage patterns, helping users find the right data faster.
Prevent errors before they happen by identifying issues early and providing clear, actionable feedback.
I explored several concepts to simplify the experience, reduce cognitive load and create a predictable structure for all markets. Working closely with Compliance and Engineering ensured each decision was accurate, feasible and aligned with the wider platform.
Internal tools tend towards density. There is always more data to show, more filters to support, and more actions to expose. The challenge was not to strip that back unrealistically, but to create a visual hierarchy that let users focus on what mattered at each step.
I introduced persistent structure, contextual actions, and clearer separation between data types so users could stay oriented while moving through large, high-volume workflows.
Every component was built using or contributed back to Bandwidth’s BluePrint design system. This improved consistency, sped up delivery, and created reusable patterns for future internal tools.
The redesigned experience gave users a clearer path through the tasks they performed most often. Each step was designed to feel natural and predictable.
Choose the right module
Filter by region, status, or context
Review the relevant details
Take action in context
Confirm the result with confidence
Moderated sessions with Compliance Ops and Product Support teams
Measured speed and accuracy across key workflows
Benchmarked the redesigned flows against legacy patterns
The most meaningful shift was not just speed, but confidence. During testing, users stopped asking where to go next. The structure finally matched the way they already thought about the work.
“For the first time, I don’t have to think about where things are, I just go straight there.”
"Bulk actions alone have saved me so much time. This used to take forever."
This redesign went beyond improving a single tool. It established a scalable model for how internal systems at Bandwidth could be structured, designed, and delivered. The IA and interaction patterns introduced in Inventory Management became a reference point for future tools shifting the organisation towards more consistent, system-driven design.
Faster task completion
Fewer support tickets
Fewer navigation errors
Internal satisfaction score
Surface provisioning issues before they escalate
Help users complete actions correctly the first time
Set better expectations during high-volume workflows
Give teams visibility into efficiency and inventory health
When people stop thinking about the tool and start focusing on the work, that’s when design is doing its job.
This project reinforced a core belief: internal users deserve the same level of care and clarity as any external customer. It also showed the value of getting information architecture right early — those decisions shaped every screen and interaction that followed.
Finally, designing within BluePrint meant we did more than improve one tool. We created reusable patterns that accelerated future work across the organisation.
Bandwidth's internal teams rely on Inventory Management to provision, organise, and maintain global telephone number inventory across multiple regions. Following the Voxbone integration, I redesigned the experience to create a clearer, more predictable workflow that helped operations teams work faster and with greater confidence.
Bandwidth helps global enterprises activate numbers across highly regulated markets. The inherited Requirements Packages flow was inconsistent, opaque and error-prone. I redesigned the experience to bring clarity, predictability and a guided, self-serve journey that reduced escalations, improved completion speed and strengthened operational efficiency.