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:
Reviewing 38 legacy UI components against Salesforce Lightning Design System (SLDS).
Developing component-level recommendations in collaboration with a Senior 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
Background
The European telecom provider was modernizing its Salesforce-based call centre platform by aligning its legacy design system with Salesforce Lightning Design System (SLDS). Every legacy UI component was reviewed, standardized, and documented to create a consistent design foundation across the application.
Primary Users
Call Centre Agents
Manage customer accounts
Process service requests
Resolve issues
Complete transactions efficiently
Design Challenge
The transition involved more than updating the visual appearance of components. The challenge was to:
Align legacy components with SLDS standards.
Preserve existing business workflows.
Create documentation that designers and developers could refer confidently.
Ensure consistency across future product releases.
My Contribution
As a UX/UI Designer in this project, I contributed to the design system modernization initiative through two key workstreams.
Component Review and Standardization Process
Following process was repeated across 38 enterprise UI components, creating a standardized reference for future interface development.
Documenting Approved Components
Here's a glimpse of few approved components - Accordion, Badge, Popover, Tabs, Button Group and Visual Picker. Each component documentation includes -
Anatomy
Properties
Usage & Placement (Legacy vs SLDS)
Do's and Don'ts
Note: To maintain confidentiality, all names and identifiable references have been intentionally obscured throughout the instances below.
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
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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