dtWorks - A customer engagement platform
Overview
dtWorks is a customer engagement platform built by BahwanCyberTek — it gives contact-center agents and back-office teams one workspace to onboard customers, manage services, track sales performance, and resolve issues, while giving customers a self-care storefront to manage their own plans.
My UX Contribution
- Ran discovery and brainstorming sessions with product owners and telecom operations stakeholders to map how agents actually process a connection, a complaint, and a sale.
- Designed the full wireframe kit for every module — dashboards, onboarding flows, self-care storefront, and 360° customer/order views.
- Worked side-by-side with the development team through build, catching gaps between spec and implementation.
- Ran usability testing rounds with agents and iterated on flows like the prepaid connection journey based on real task-completion friction.