Control Center
Transforming an existing product into an open source platform that can scale for rapid buisness growth
Control Center started as a consolidation of several legacy tools into a single secure platform for customer experience agents. However, as Coinbase expanded its product offerings and tightened its security policies, Control Center suddenly became the canonical record for all customer and product activity across the company that all teams were expected to contribute to, and I was the sole designer helping guide that transformation.
Client
Coinbase
Industry
Fintech/Crypto
A product for customer agent investigations rapidly evolved to an open source platform any team could build in. We needed to drive improvements to agent handle times while simultaneously supporting external contributions at scale
Control Center originally served as a secure data platform for customer investigations. However, with the rapid expansion of new product offerings the product needed to support combined with a new mandate to migrate multiple internal tools into the tool, external teams now had to build in the tool alongside our team. As the sole UX designer, I was tasked with balancing the product experience to meet agent needs while adapting it to support company wide contributions.
Workflows & information architecture were prioritized to serve customer agent investigations while doubling as scaffolding that could support feature expansions long term
The speed & efficiency of agents completing investigations were the biggest success drivers for the business. I solved each unique problem from the perspective of an agent trying to find information and answer critical questions as efficiently as possible, with other persona needs being secondary. From there, I would iterate on the solutions to adopt additional functionality long term without requirng drastic changes or additional UX support.
I designed self contained components that could scale without breaking. The report creation modal allowed teams to add multiple new reports with bespoke inputs without breaking established patterns.
With the explosion of new product offerings, I created a products page that gave teams full ownership of specific platform areas, simplified how agents found product specific info, and allowed devs to maintain cleaner code
This was a complex integration of 2 tools to support 3 consumer offerings that appeared different publicly but were very identical internally. Regardless of the similarities, we created 3 internal views, 1 per consumer product, that allowed several internal teams to build and manage regulatory requirements easier, while also giving CX agents clarity on product navigation, making derivative investigations easier
Redesign navigation into logical categories that help reduce cognitive load for agents while setting clear guardrails for where contributing teams should build
Teams lacked clear guidance on where new features belonged in the product, leading to inconsistent placement that overwhelmed agents. I audited our internal products to identify natural groupings, then restructured the navigation into intuitive categories that helped users find information easily and gave teams a clear framework for placing future features with little guidance. This became both our long-term navigation structure as well as a built-in guardrail for consistent feature placement.
I designed with a small set of reusable UI components & layouts to decrease development time, maintain product consistency and minimize complexity
I built a shared system of UI components, page templates, and user flows designed specifically for data-heavy layouts, progressive disclosure, and CX workflows. This gave 20 contributing teams a foundation to build on independently without waiting on design and enough flexibility to adapt it to their own needs without breaking consistency.
We successfully supported 6 product launches, 15 migrations and expanded to over 7,000 users, all while saving agents over 9,000 hours in productivity with improved workflows.
Control Center has evolved into one of Coinbase's most secure data platforms, feeding secure data across internal tools company-wide while continuing to support new product launches and async team contributions. With over 9,000 hours saved in case handle times, increased customer satisfaction scores across troubleshooting workflows, and over 15+ tool migrations, the platform has successfully evolved from a agent tool to a foundational platform the entire company relies on.