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Two apps.
One experience.

Verint's workforce ran on two mobile apps - one for agents, one for supervisors - both inherited from desktop and never designed for the floor. A new AI mandate gave us the reason to rebuild from scratch.

Background

Verint ran two separate mobile apps for years - one for supervisors, one for agents. Both grew out of the desktop WFE product as afterthoughts. Mobile was a free add-on: no dedicated budget, no design owner, no system. The work passed hand to hand, accumulating inconsistencies and accessibility gaps along the way.

The catalyst arrived in 2024: a mandate to integrate Ask Verint - Verint's AI agent - into the mobile experience. You can't build something new on a broken foundation, so we rebuilt the foundation first.

Challenge

The problems ran deep: no design system, no accessibility baseline, no documentation, and no access to half the existing flows. Parts of the app were invisible to design entirely.

The harder challenge was organizational. Stakeholders wanted every desktop capability on mobile - one to one. I disagreed. Desktop and mobile serve different use cases. A supervisor plans next month's schedule from a desktop. A contact center agent adding 15 minutes to their shift does it from their phone, between calls, on the floor.

Porting desktop features into small screen real estate - without asking if they belonged there - was the wrong brief. Rewriting it took time and more than logic to move.

Solution

We merged both apps into one, with role-based capability views - supervisors and agents each see what they need, not everything at once.

Alongside that, we built My Verint's first mobile design system: color tokens, type scales, responsive behaviors, motion specs, and documentation. A shared language the team had never had.

The biggest outcome: Ask Verint users now complete all their tasks through the AI tab - in natural language, without navigating a single screen. The design work made that possible. The data validated every mobile-first call we made.

The Design

MyVerint organizes every workflow into five purpose-built tabs. Agents, managers, and back-office teams each get a view designed around their role, with an AI assistant that ties it all together.

Conversational AI
Ask AI
The conversational entry point for every task. Employees ask in natural language and get answers backed by live WFO data, without ever leaving the chat.
  • Natural language input
    Ask anything the way you would ask a colleague
  • Live WFO data
    Leave balances, schedules, and KPIs surfaced inline
  • One-tap actions
    Submit a request, approve, or confirm in a single tap
  • Full conversation history
    Every action logged with context and timestamp
Time & Shifts
Schedule
A full calendar view of upcoming shifts, color-coded by type. Employees can read their week at a glance and take action without switching apps.
  • Month and week views
    Switch between views to match how far ahead you plan
  • Shift type color coding
    Read your week at a glance without counting rows
  • Shift swap requests
    Initiate a change directly from any shift in the calendar
  • Activity feed
    Schedule changes and approvals surface in real time
Personal KPIs
Performance
Personal KPI dashboard with AI-powered coaching insights. Agents see where they stand and what to fix, without a manager walking them through it.
  • Personal KPI cards
    Key metrics with trend indicators, no manager needed
  • AI coaching insights
    Specific, actionable suggestions based on your data
  • Team benchmark comparison
    See where you stand relative to your peers
  • Historical trends
    Week-over-week and month-over-month performance views
Leave & Approvals
Requests
All time-off, shift change, and schedule requests in one place. No more separate portals, no more calling HR for a status update.
  • All request types in one place
    Time off, shift swap, and flexible start: one flow for all
  • Real-time status tracking
    Pending, approved, or rejected: always visible
  • Automatic routing
    Requests reach the right approver without any manual steps
  • Push notifications
    Status changes surface immediately on the employee’s phone
Additional Features
More
A consolidated hub for the features employees and managers reach for beyond their daily core workflow.
  • Messages & announcements
    Priority-sorted team updates, role-targeted and with read confirmation
  • Coaching & training
    Assigned learning content and manager feedback surfaced in context
  • Gamification & badges
    Performance streaks, team rankings, and recognition: visible on the go
  • Profile & settings
    Personal preferences, notification controls, and account management

The feature that changed everything.

Ask AI started as a shortcut and became the primary way people use the app. Instead of navigating to one of those five tabs, employees just ask - and the other four became fallbacks.

01
Just ask.
No forms, no navigation, no menu digging. The employee types a question the way they would ask a colleague.
02
The AI knows what you mean.
Intent, data domain, parameters. It works out which date, which leave type, which employee, without the user spelling it out.
03
Live data, right in the conversation.
Real-time data from Verint's WFO platform surfaces inline - leave balances, schedules, KPIs - exactly where they are needed.
04
One tap closes the loop.
The AI proposes the action and surfaces a single confirmation chip. One tap submits the request and notifies the manager.

Result

My Verint replaced both legacy apps - one unified experience across iOS and Android. The mobile design system gave every product team a foundation to build on that hadn't existed before.

The number that tells the whole story: 85% of users complete all their tasks through Ask Verint, without touching a single screen. A contact center agent can check their schedule, request time off, and review KPIs in a single conversation. The product changed not just how the app looks, but how people work.

85%
AI Task Completion
of users complete every task through Ask Verint - no menus, no screens
10K+
Daily Users
contact center employees using the app across iOS and Android
1st
Mobile Design System
the first mobile design system ever built at Verint

What I'd do differently

Process

Bring data to stakeholder conversations before the wireframes.

I spent weeks arguing mobile-first scope on instinct and logic. A few user interviews and usage analytics - showing where and how people actually used the app - would have replaced those debates with a single slide and moved the project faster.

Research

Involve real contact center agents earlier.

Our testing happened too late, which meant assumptions got baked in before we could validate them. Earlier access to actual users - not internal proxies - would have let us test the core premise before committing to the design direction.