Always understand the needs being addressed.

• Design for needs, not feature requests.
• Why is a stakeholder making a request? What is it an agent actually needs to be able to do?

Build trust and empower.

• Information should inform action.
• Surface information in context, in an easily consumed format.
• Equip agents with just enough information to make informed decisions and feel confident in their actions.

Design for scalability.

• Don't design single-use features in response to ad hoc requests.
• Balance scalability and velocity to achieve long-term efficiency.

Strive for a cohesive agent experience.

• Maintain consistency wherever possible to reduce cognitive load. This includes (but is not limited to) content, language, UI.
• Build frameworks to optimize the process of creating similar products and features.

Design for efficiency.

• Don't increase handle time.
• Adhering to standard operating procedures (SOP) should not require additional time or cognitive effort.

Involve relevant stakeholders along the way.

• Don't build products in isolation.
• Stakeholders should be kept informed throughout an iterative design process.
• There should be no surprises after designs are finalized for implementation.