At Tech Mahindra, I contributed to a design system modernization initiative for a European telecom client's Salesforce-based call centre platform. My role involved:
Auditing 40+ legacy UI components against Salesforce Lightning Design System (SLDS) and standardizing the 38 scoped for migration.
Developing component-level recommendations in collaboration with a Senior UX/UI Designer.
Presenting proposals to the Client Design Lead for review and approval.
Documenting approved component standards, usage guidelines, and implementation best practices for designers and developers.
Context
Primary Users
Call Centre Agents
Manage customer accounts
Process service requests
Resolve issues
Complete transactions efficiently
Translating the Review into Approved Component Standards
Following the component review and recommendations, I documented the approved SLDS-aligned standards for designers and developers. Each component specification covered anatomy, properties, usage and placement, and Do's & Don'ts, providing a consistent reference for implementation. The recommendations were reviewed and approved by the Client Design Lead before being incorporated into the component guidelines.
Note: Client-specific names and identifiable references have been obscured to maintain confidentiality.
Applying the Approved UI Components in Agent Screens
Following approval, the standardized components were applied across transactional workflows to improve consistency and implementation readiness. I recreated selected transactional interfaces using the approved component library.
Key Outcomes
The initiative delivered a documented component standard for the platform: 38 components standardized against SLDS, 100% of the resulting guidelines approved by the client design lead and a consistent UI foundation applied across enterprise agent workflows, giving designers and developers a single reference for future releases.
Learnings
Reflection
Coming from a communications background, this project enhanced my perception about design. I learned that enterprise UX is not only about creating interfaces, it is equally about building shared standards, documenting decisions, and collaborating across teams so products remain consistent as they evolve - similar to the practices being followed in communications and branding.
Working on this initiative strengthened my interest in design systems and scalable enterprise experiences.
Next Steps
In an ideal world, I would have liked to have the time to -
Validate updated components through usability testing with call centre agents.
Conduct accessibility reviews against WCAG standards.
Measure task completion, efficiency, and error rates after implementation.
Refine component guidelines based on user and developer feedback.
"Design systems are not just about components. They are about building a shared language that enables consistency, collaboration and smooth user experiences at scale."
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