---
title: "Engage, Webcare"
client: "Spotler Engage"
year: "2025"
location: "Netherlands"
disciplines: ["Product Design","UX Design","AI Integration"]
canonical: "https://dejanskondric.com/work/spotler-engage-webcare"
author: "Dejan Škondrić"
---

# Engage, Webcare

Turning a cluttered, complex interface into a clean, structured, intelligent workspace for monitoring and responding across chats, posts and mentions.

## Overview

Engage Webcare focuses on improving how users monitor, organize, and respond to communication across multiple streams such as chats, posts, and mentions. Positioned at the core of the customer engagement experience, Webcare empowers teams to handle interactions with greater clarity, control, and speed. The project transforms a cluttered, complex interface into a clean, structured, intelligent workspace.

## Role

I led the redesign as product designer, collaborating closely with developers, Product Owners, and the product management team. The process involved iterative feedback loops, usability testing, and cross-team input, ensuring the solution aligned with both product vision and user needs.

## Research

The redesign centers on four focus areas: Usability (cleaner layout, simplified interactions), Structure (clearer hierarchy and detail view), Filtering (relevant streams only), and AI Assistance (summaries and suggestions). Each aligns with the broader goal of a streamlined, user-friendly, intelligent workspace.

## Challenge

- Cluttered and non-usable UI overwhelmed users and hid critical information.
- No clear distinction between chats, posts, and comments caused confusion.
- Notifications were missing or unreliable, leading to missed updates.
- The search function was unintuitive, slowing navigation and reducing efficiency.
- No filtering options, preventing users from focusing on the streams that mattered most.
- No intelligent guidance or assistance to support users in managing complex communication flows.

## Solution

- A complete UI overhaul introduces a cleaner, more structured layout that improves readability and focus.
- Clearer hierarchy and visual grouping differentiate chats, posts, and comments — a more intuitive experience.
- Enhanced notifications keep users informed in real time and help prevent missed interactions.
- Smart Search replaces the old system, offering more accurate and contextual results that improve discovery.
- Stream filtering lets users view only the streams that matter, reducing clutter and improving control.
- AI-driven suggestions guide users toward efficient actions, improving both accuracy and workflow speed.

## Old design

A cluttered and non-usable UI overwhelmed users and hid critical information. There was no clear distinction between chats, posts, and comments. Notifications were missing or unreliable. The search function was unintuitive, slowing navigation. There were no filtering options to focus on relevant streams, and no intelligent guidance for managing complex communication flows.

## New design

The redesigned interface introduces improved organization, enhanced visual hierarchy, and AI-driven assistance to simplify daily workflows. Stream filtering, AI conversation summaries, Smart Search, and clearer notifications combine to reduce cognitive load and support faster, more confident decision-making.

## In closing

The redesigned Engage Webcare delivers a significantly improved experience for managing customer interactions. Users filter streams, access clear and structured overviews, and rely on AI summaries and Smart Search to stay informed and act quickly. The result is a faster, more intuitive, more efficient workspace — combining clean design with intelligent automation to strengthen Engage’s position as a leading customer engagement platform.


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[Dejan Škondrić](https://dejanskondric.com/) · https://dejanskondric.com/work/spotler-engage-webcare