Customer service reps needed a tool to help juggle chat sessions and email simultaneously. Efficiency and accuracy were both critical.
Although the product team was initially leaning toward a "blended inbox" design, field research showed that users' work processes were dramatically different in chat and email, and that a segmented approach was essential.
The thumbnails on the left side of the screen were a key design breakthrough. The thumbnails helped users monitor the status of all open chat sessions simultaneously.