Redesign of the CX-One case list
CX-One is the internal tool Mercado Libre's customer support teams use to manage their cases. The goal: a clearer, more organized list, without adding complexity.
The problem
The case list is the starting point of agents' daily work.
It had to be understandable at a glance, let agents find cases quickly and work in three languages, without overloading the screen.
Process
Existing system
The work started from the current CX-One list. After shadowing sessions with real users, both the UI and the main workflows were improved.
An “MVP” version
Agreed with product and operations: base filters and a focus on clarity.
10 tests with a working prototype
5 with Spanish-speaking users and 5 from Brazil, before going to production.
Handoff and follow-up
Storytelling, final delivery and support through implementation.
Screens
A single view for all cases
Status, user, process, SLA and assignee in one organized, easy-to-scan list.
Status and SLA, clear at a glance
Labels and color tell apart cases that are due soon, overdue, paused and closed, so agents can prioritize without opening each case.
Base filters, with room to grow
Channel, country, status, process, SLA and assignee. Operations and product asked for many more: the agreement was to start with these and add others only if usage research justifies it.
Result
