Led UX and interaction design for the internal appointment management dashboard, collaborating with product and engineering partners to support concierge workflows tied to the CINC CRM.
Appointments Inc. coordinators acted as a concierge layer for real estate agents, working large volumes of leads and activity data pulled from the CINC CRM. They needed a way to quickly review lead status, prioritize outreach, and schedule property viewings without losing context across multiple clients and agents. Existing workflows made it difficult to maintain momentum and visibility during high-volume calling sessions. The goal was to design a dashboard that supported rapid task execution while preserving the context coordinators needed to act confidently on behalf of agents.
I began by mapping the coordinator workflow from lead review through outreach and appointment confirmation. Working with product stakeholders, I identified the moments where context switching and information gaps slowed coordinators down. Using these insights, I developed dashboard concepts that emphasized lead visibility, call prioritization, and quick access to agent and client context. Designs were iterated with cross-functional partners to ensure alignment with the underlying CINC CRM data structures and real operational needs.
The concepts provided a clearer model for supporting Appointments Inc.’s concierge workflow within the broader CINC ecosystem. This work helped align product teams around the unique needs of appointment setters and highlighted opportunities to streamline high-volume outreach and scheduling flows.
Full interface with sidebar for key actions, client info regarding home search, as well as tabbed data for notes, and info for agent who's lead was being contacted.
Early sketches and data based on interviews and discussions with Appointments Inc. team
The result of the first client meeting, which helped to start the process of designing a creative and functional solution.