Linewire
2026
One call, one screen
Linewire is a refund tool for call center agents. It gives them everything they need to verify a caller, check an order against the return policy, and refund or escalate, without leaving the screen while the customer is on the line. I was responsible for the research framing, user flow and interface design.
The Problem
The 30 to 90 seconds that decide a call
The challenge focused on one moment: the time right after a customer's identity is confirmed. In that window, the agent has to pull up recent orders, check whether a refund is allowed under the policy, and then either process it or escalate it.
Today that means switching between three or four separate systems. Every extra second or tool switch makes the call longer, raises the chance of a data-entry mistake, and leaves a customer on hold getting more frustrated.
The User
Sarah, a call center agent
Sarah works in a high-volume, fast-paced support team. To handle a single refund, she looks the same customer up in several tools and checks return rules by hand, all while the customer waits.
Platform
A refund in one continuous view
The agent sees the queue with each caller's waiting time. When she answers, the caller is matched by caller ID and their order history appears right away, with call controls and a running timer always at the bottom.
Opening an order reveals the refund form inside it: the item, a policy checklist, a reason, a note with quick tags, and the full refund calculation.
Ending the call opens a short wrap-up: the final result, a note, and quick tags, then the agent goes straight back to available.
Unhappy Path
When the order is past the return window
The same screen handles the refusal. The flagged check explains why, and escalating opens a short form for the supervisor: an approval reason, the customer's tone, a note and quick tags.
Conclusion
Speed over tidiness
Linewire is designed so an agent can resolve a refund call quickly, in one window. Some visual cleanliness was traded for speed and focus: the agent solves the customer's problem without being pulled between three different systems to find information.