Understanding the Client & User Personas

AvantTalk serves three very different user groups: customers, interpreters, and organizations. Each of these personas interacts with the platform in unique ways.

Customers primarily initiate calls and track their call history and costs. Interpreters manage incoming calls, accepting or rejecting them within specific time windows and providing live translation services.

Organizations oversee the entire operation, managing user roles, workflows, and monitoring system activities. We invested significant time understanding these varied needs, reviewing the workflows in detail with the client.

This helped us create user journeys that addressed real-world scenarios faced by each persona, ensuring the design accommodated complex roles without confusion or friction.

Building a Scalable UI Kit

To maintain consistency and streamline collaboration, we began by developing a comprehensive UI kit. This design system included all reusable components such as sidebars, buttons, toggles, dropdown menus, checkboxes, radio buttons, notifications, and form elements.

The kit was built using design tokens for colors, typography, and spacing to ensure scalability and ease of updates. Our approach allowed designers and developers to work from the same component repository, eliminating inconsistencies between design and code.

The UI kit also included clear interaction states and accessibility considerations, creating a solid foundation for all modules and flows.

Designing Core Modules

The heart of AvantTalk’s platform lies in its core modules, each designed to serve the specific needs of different users. For the dashboard, we created role-based views. Customers and interpreters could see metrics like average call duration, number of calls, call costs, and quality indicators.

For organizations, the dashboard displayed activity logs and monitoring tools. In appointments and call management, we designed streamlined scheduling flows and incoming call interfaces. Interpreters received timely notifications with accept/reject timers and call details, including language pairs and customer info.

The call flow design also supported complex scenarios such as video interpretation, ensuring smooth usability. The invoicing section was tailored for each persona, showing call costs and billing history clearly, supporting transparency and ease of use.

Admin & Workflow Management

Organizations managing multiple users and workflows required a powerful yet user-friendly admin portal. We designed an intuitive interface that allowed admins to create, manage, and modify workflows and rules for call routing, user permissions, and task assignments.

The portal also included activity logs, tracking actions such as call creation, user updates, and billing changes. These logs could be filtered and exported, providing organizations with detailed oversight.

Our design focused on simplifying administrative complexity while enabling deep control, helping reduce errors and improve operational efficiency.

Iterative Feedback and Collaboration

Throughout the project, we maintained a strong collaborative relationship with AvantTalk’s team. Regular updates were shared through detailed Figma files and Loom walkthrough videos, allowing the client to review designs asynchronously.

We scheduled frequent live calls to discuss feedback, clarify doubts, and validate edge cases. Client comments on components, flows, and UI details were promptly addressed, demonstrating responsiveness and adaptability.

This continuous feedback loop ensured that the evolving designs met AvantTalk’s goals and user expectations, building trust and transparency in the process.

Addressing Edge Cases & Accessibility

Given AvantTalk’s operational complexity, managing edge cases was critical. We thoroughly analyzed scenarios like call acceptance time limits, call cancellations, user role switches, and multi-step forms.

Each state was designed carefully to provide clear visual cues and maintain usability even in exceptional situations. We also prioritized accessibility by using clear color contrasts, readable typography, and keyboard navigation support.

Responsive design was integrated to ensure the platform worked well across devices, including desktops, tablets, and mobile phones. These efforts made the platform robust, inclusive, and future-proof.

Conclusion

Our redesign transformed AvantTalk into a modern, scalable platform that meets the distinct needs of its diverse users. The new UI system improved consistency, usability, and operational efficiency, positioning AvantTalk for future growth and enhanced user satisfaction.