Back-to-back Gold! We're proud to share that Mo Works has won a Gold Award at the 2026 Australian Good Design Awards for Operative Intelligence (OI), an enterprise conversation intelligence platform purpose-built for contact centres.
Recognised in the Digital Interface category, this is a project we have shaped hand in hand with the OI team. Together, we set out to turn millions of raw customer conversations into insight that people can actually see, understand and act on.
The challenge: making millions of conversations make sense
Contact centres sit on mountains of conversation data, yet most lack the tools to understand it. OI's founders knew this firsthand. They once manually analysed more than 5,000 verbatim customer requests to uncover the real reasons customers were calling.
Our job was to bring that level of analytical depth into an interface anyone could use with confidence. Millions of data points across dozens of dimensions needed to stay legible in a single view. At the same time, users had to be able to explore cause and effect in real time: click a dimension, watch the data respond, form a hypothesis, test it and act on what they learn.
What we designed
This was never going to be dashboard design as usual. The upgrade centred on a single configurable interface, replacing a fragmented, multi-screen experience with one live surface. Five pages and thirty graphs from the previous platform now sit in one view, so volume, metrics, time and change can be understood together.
Key design moves included:
- One live surface. Users see relationships, not just data points, without mentally joining the dots across separate charts.
- Direct manipulation. Click or drag any dimension and the dataset responds instantly. No setup, no analyst in between.
- Decision-first information architecture. Every screen is organised around an operational decision, not a dataset. Users start with a question, not a chart.
- Motion with meaning. Animation draws the eye to what is changing, so the most important signal is always seen first.
- Native generative capability. Users can ask the data to explain itself in plain language, inside the same interface.
- A token-based design system. Semantic colour tokens, modular components and typography built for data-dense screens, ready to scale with the dataset.
The impact for OI and its clients
OI has changed how enterprise contact centres understand and act on customer demand. By making millions of conversations searchable and actionable, the platform helps organisations uncover hidden inefficiencies, reduce avoidable contact and improve customer experience at scale.
According to OI, clients have recorded more than 20% reductions in inbound contacts and 25% improvements in operational efficiency within a year. The platform now supports thousands of users across Australia and the US, serving organisations including Suncorp, Bupa, Colonial First State, UniSuper and BOQ.
A true partnership
Great products are never built alone. A huge thank you to Peter and James Iansek and the entire OI team for their trust, their candour and their ambition for what conversation intelligence can be. Congratulations to everyone credited on the project: Ezequiel Gallo, Mo Hamdouna, Lidya Hartanto, Andres Herrera, Andrew Cox and James Iansek.
You can read more about how this work began in our Operative Intelligence case study.
Five years of Good Design recognition
This is our fifth consecutive year being recognised at the Australian Good Design Awards, and our second Gold in a row, following Click n Collect in 2025. Each award reminds us why we do this: design that makes complex things clear and makes a real difference for the people using it.
See the full winning entry on the Good Design Index.
Building a complex platform or customer portal that needs to be easier to use? As a Melbourne UX and UI design agency, we help B2B and enterprise teams turn data-heavy products into experiences people love. Book a consultation or explore our web and app development services.
Founder & Managing Director · Mo Hamdouna is the founder and Managing Director of Mo Works, having established the B2B marketing agency in 2014. With a passion for innovation and sustainability, Mo shares insights on branding, digital trends, and how emerging industries can scale with impact. Mo is a co-founder of Hatch Quarter, Melbourne’s leading innovation hub supporting startups and entrepreneurs across Australia and MENA, and he was recognised as one of Australia’s Top 50 Small Business Leaders in 2020 and the Australian Small Business Champion Entrepreneur Award 2023. Mo’s vision is to empower those building a better future for all, helping businesses grow through strategy, design, and digital transformation.
