Pega Platform

UX Researcher/Designer

User Research, Journey Building, Personas, Visual Design, Information Architecture, Implementation & Testing

May 2025 - Current

ROLE

OVERVIEW

Bridgecrest uses a low-code platform called Pega for agent-facing interactions. This platform can connect to Genesys for live calls while holding customer information along with workable cases.

I was one of the UX designers that built these experiences for Pega in Figma. My role consisted of user research, journey mapping and persona building, and functional design prototypes.

Background

As part of the design process, I collaborated with product managers, business stakeholders, and developers to translate business requirements into user-friendly experiences. I designed multiple workflows and screens in Figma, making sure they aligned with Pega's capabilities while following our design standards and creating a consistent experience for agents.

Performed extensive user research. I listened to agent calls, built customer personas and journey maps.
Created and iterated designs. Once the research phase was completed, I created the initial designs in Figma where I then added functionality to make the screens an active prototype to present to stakeholders.
Approved and tested the final product. Once development was completed, I would test the product to make sure it was mapped correctly in Pega and had the intended look and feel that I designed.

Understanding the problem

Agents rely on Pega every day to complete tasks and assist customers. So the experience needs to be clear, efficient, and easy to navigate. The challenge was designing interfaces that supported complex workflows without overwhelming users, while also working within the constraints of a low-code platform.

Focus Areas:

Simplify workflows. Reduce helper text and unnecessary steps to help agents complete tasks more efficiently.
Ensure consistency. Create consistent, easy-to-use experiences across different agent tools.
Design intuitive experiences. Ensure that the designs help reduce clicks and improve usability.
Working with Pega. Ensure designs could be realistically implemented within Pega's low-code framework.

Customer journeys

Before starting any designs, we mapped out the current customer journeys in our legacy system. Each journey represented a different customer scenario, allowing us to understand how agents/customers completed tasks from start to finish and where pain points existed. By dividing out these workflows, we were able to identify opportunities to simplify processes and create a smoother experience for agents when redesigning the experience in Pega.

Defining the problem statement

Throughout current processes, we've looked at customer and agent feedback, profit margins, and level of effort it takes.

Problem statement:

The business has opportunity to streamline some of their agent workflows to improve the customer and agent experience. How might we design agent experiences that simplify complex workflows, improve efficiency, and provide a consistent user experience, while staying within Pega's design and development framework?

Designs

Explore one of the case flows you can make from Pega. (This was an actual agent workflow I designed).

*These designs have been stripped of branding and sensitive company information.

Results and takeaways

Designing for Pega taught me how to balance user needs with technical constraints. Working in a low-code environment meant thinking beyond visual design and considering how each interaction would translate into a buildable experience.

Key takeaways:

Turning business requirements into workflows. Understanding the problem and doing proper user research is vital to create effective, user-friendly workflows.
Collaboration with cross-functional teams. Collaboration is extremely important to coordinate each step in the design process.
Designing with constraints. Strengthened my ability to design within platform constraints while maintaining a consistent user experience.