PROBLEM
Consultants onboarded clients through a cluttered interface, blind to what the client saw.
SOLUTION
A redesigned consultant interface built around 1:1 co-browsing: consultants see exactly what the client sees, and can share any screen in any order.
OUTCOME
Usability improved by 56% compared to the old interface, with 5 out of 6 test subjects rating the new version easier and more useful.
MY ROLE
Owned the consultant interface design
Designed the co-browsing interaction pattern and live cursor
Strategised usability testing plan
Built the prototype with Claude Code + Figma MCP; ran usability tests and stakeholder demos
TEAM
HCO
PO
D
PD
Me
TIMEFRAME
September 2026 – Ongoing
AI Prototyping
Usability Testing
Design Workshops
Heuristics
Enterprise tooling
Omni is DebtBusters' onboarding platform, where consultants can share screens with clients during calls.
Prospective clients can:
The existing flow had a single set of screens a client could view on their own, or with a consultant over the phone. These screens were information dense and difficult to understand without an expert on the line.
The brief
In early 2026, the product design team were briefed with improving the Omni experience, including a fully self-service customer flow.
Where Co-browsing sits in the larger Omni project
The new consultant interface had to accommodate the updated client-facing screens which were intentionally simplified to facilitate self-service requirements.
During the research phase, I discovered several usability problems, and opportunities to make the tool more intuitive in supporting better consultant-client interactions.
The existing tool was functional but lacked key features to realise the full potential of Omni's co-browsing concept.
Methods
Heuristic Analysis
Consultant and client were out of sync:
Locked to a fixed sequence, consultants clicked through every screen to reach the one they needed, then talked clients into tapping “Next” to catch up, with no view of what the client actually saw.
Starting a co-browsing session was unstructured
Consultants weren't given a chance to decide which specific screen to start with, adding to their cognitive load during an already intense workflow. Once a link was shared with the client, there was no visual indication that the client was successfully connected to the co-browsing environment.
The interface buried what mattered:
20% of all conversions on the Dashboard page now driven from the new design.
The redesign resulted in the highest conversion rate of any Dashboard feature, with a 20% share of all Dashboard conversions from just 14% of leads. The "Why this matters" CTA is primarily responsible, confirming that users appreciate context and clarity before undertaking a serious financial commitment.
By showing users the solution in the context of their situation, using progressive disclosure to reduce overwhelm, and providing more context on the business's solution, the brand could solidify trust, and users felt more confident when proceeding to speak to a consultant.
I have worked with Rahul on a couple of projects, including OMNI Self-Fulfilment, and he is an amazing person to work with. His approach stood out from the start. He began by researching the current journey, its pain points, and what both customers and Financial Consultants needed from a new one, and he set out the problem clearly before designing a solution.
Sateesh Shaganti
Product Owner | Confluent Services
This case study reflects my contributions to a feature built as part of my role at Confluent Services. All product assets and trademarks remain property of their respective owners.
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