Rogers OneView
Navigation Redesign

Overview

OneView is Rogers Communications' internal platform used by customer service agents to manage accounts, handle inquiries, and create support tickets during live customer calls. As the primary Product Designer since 2023, I led a full redesign of the primary navigation and built entirely new ticket creation flows.

The Challenge

Agents experienced significant friction navigating between modules during live customer calls. The existing navigation was inconsistent, lacked clear information architecture, and had critical accessibility gaps — poor keyboard navigation, missing focus indicators, and insufficient contrast.

The challenge: redesign both systems to be faster, keyboard-accessible, WCAG compliant, and aligned with CDK — without disrupting agents' established mental models.

Process

Stakeholder interviews and in-store observation sessions watching agents use the live system during real customer calls. Pain points documented in FigJam, affinity-mapped with the cross-functional team. A full keyboard-only and screen-reader accessibility audit followed, cataloguing every issue against WCAG 2.x criteria.

Solution

Redesigned navigation with clearer IA, consistent CDK components, and full keyboard accessibility — logical tab order, visible focus indicators, and labelled regions for screen reader orientation. Ticket creation became a guided, step-by-step process with clear progress indication and inline validation.

Outcomes & Learnings

WCAG 2.x AA compliance achieved across all redesigned areas. Post-launch usability sessions showed reduced confusion and increased agent confidence. Accessibility-first design benefits all users — improvements to keyboard navigation and clear labelling reduced errors regardless of ability.

Tools Used

• Figma
• FigJam
• CDK Design System
• WCAG 2.x
• User Interviews
• Usability Testing