Case study · Kiwi.com · Internal tools
Support tools that cut agent handling time by 39%.
In a triple leadership with product and engineering, I led design for the internal tools Kiwi.com’s support agents use every day.
01 — In short
Challenge
Agents worked in tools that scored 55 on the System Usability Scale, a D.
What I did
Shipped 5+ features across three domains, then led design in a triple leadership and redesigned the support system behind the time savings.
Result
Task-handling time down 39%, usability up from a D to a B.
−39%agent task-handling time
55 → 75SUS score, D to B
Top 3best-received features on the platform
I’ve enjoyed working closely with Marko since he joined Kiwi in March 2021 as a Product Designer. Marko is an exceptional person and designer who was consistently exceeding expectations. His proactive approach, systematic mindset, and excellent collaboration skills make him invaluable to any team.
Marko has demonstrated senior-level craft skills across multiple initiatives. He focused on delivering customer-centric solutions and was vital in introducing design systems and process improvements. His leadership in these projects has been marked by clear communication, strategic thinking, and a deep understanding of usability and technical feasibility. In addition to his outstanding design work, Marko was an active mentor and team member. His positive attitude and eagerness to learn and take on new challenges make him stand out.
Marko’s impact on our team and projects has been profound, and I highly recommend him for any opportunity that allows him to continue to grow in the business-oriented design field.
Vladimir KončarVP of Design, Kiwi.comRecommendation on LinkedIn (opens in a new tab) I have been working with Marko for more than a year now and I believe he would be a valuable addition to any team. From my perspective, among his best attributes that need to be highlighted are his ability to effectively communicate, a curiosity that leads to his ability to perform extensive research, an iterative UX mindset, and finally his technical knowledge to create UX that can be effectively developed by the dev team. This unique skillset makes him stand out from other product designers and makes this one of the easiest recommendations.
Dobroslav BernáthProduct Manager, Kiwi.com (Tequila)Recommendation on LinkedIn (opens in a new tab)
02 — Decisions
Three calls behind the numbers.
Evolve what works, rebuild what slows agents down
Existing tools improved; new ones built where they held agents back.
One table for product, engineering and design
A triple leadership decided trade-offs together, not by handoff.
Design reviews before and after every release
Quality stopped depending on who had time to look.
03 — Shipped
