The Evolution of Guardian Assurance: How UX Strategy is Transforming CDR Assure

Published 21/04/26 under:

Today, I sat down with Miranda Ansell, UX Strategy Lead at Kerv, to talk about the evolution of CDR Assure and its transition into the Guardian Assurance suite.

With a deep understanding of both the product and the people using it, Miranda shares how the new and improved version is designed to bring greater clarity, confidence, and usability to compliance teams. Read through our conversation below to learn more.

Anita: Miranda, thanks for taking the time to chat! CDR Assure has been around for a while as a standalone product, can you give us a quick overview of what it does?

Miranda: Of course! At its core, CDR Assure is designed to answer a really important question for compliance teams: “Are we capturing every call we’re supposed to?”

It works by reconciling call data against recording data, highlighting any gaps where calls may not have been recorded. This gives organisations confidence that they have a complete and accurate record of their communications, which is critical for meeting regulatory requirements and avoiding risk.

Anita: And now it’s becoming part of the Guardian Assurance suite, what’s changing?

Miranda: This is a really exciting step for us. Moving CDR Assure into the Guardian suite means it’s no longer a standalone tool, but part of a much bigger, more connected ecosystem.

The biggest change is visibility and integration. Instead of switching between different tools, users can now see everything in one place, from call reconciliation to configuration monitoring and endpoint testing.

It also means we can provide a much more seamless experience, where insights from one area can support another. For example, if something isn’t being recorded, users can quickly understand whether it’s a configuration issue or an endpoint issue, all within the same platform.

Anita: From a product and UX perspective, what improvements have you focused on in this new version?

Miranda: A huge focus has been on making the product more intuitive and actionable.

With the standalone version, a lot of the information was there, but it wasn’t always easy to quickly understand what needed attention. So we’ve really leaned into:

• Clear, high-level summaries so users can immediately see what’s going on
• Drill-down capabilities to investigate issues without feeling overwhelmed
• Consistent design patterns across the Guardian suite to reduce the learning curve

We’ve also spent a lot of time speaking to users, understanding how compliance and operations teams actually work day-to-day and designing the experience around that, rather than just the data itself.

Anita: That makes sense, it sounds like it’s not just about more data, but better usability. What makes this version of CDR Assure different from others in the market?

Miranda: Exactly, a lot of tools in this space focus on reporting, but not necessarily on usability.

What sets this apart is that it’s designed to be proactive rather than reactive, and usable rather than overwhelming.

Instead of users having to dig through complex reports, the platform surfaces what matters most – where the risks are, what needs investigating, and how to act on it.

And because it sits within Guardian, it’s not just giving you isolated insights, it’s giving you context. That’s where it becomes really powerful.

Anita: You mentioned speaking to users, how has that influenced the design?

Miranda: It’s been fundamental. We’ve worked closely with compliance officers, operations teams, and technical users throughout the process.

A lot of our design decisions came directly from those conversations, things like:

• Reducing the number of clicks to get to key insights
• Making terminology clearer and less technical
• Structuring dashboards around real workflows rather than system logic

The goal was to create something that feels intuitive from the first use, even for someone who hasn’t used the product before.

Anita: Finally, if you had to summarise the value of the new CDR Assure in one sentence, what would it be?

Miranda: I’d say it gives organisations confidence and clarity. Confidence that their communications are being captured as expected, and clarity on exactly where to act if they’re not.

Anita: I love that, simple but powerful. Thanks so much for your time, Miranda! I think I’ll be taking you up on a follow-up chat about UX very soon…