OMNICHANNEL MESSAGING PORTAL

Overview :

Design and build an integrated omnichannel messaging platform catering to customer service support needs. The goal was to unify all communications channels into one interface to improve agent efficiency and customer satisfaction.

The Problem :

Agents struggled with disjointed workflows across separate inboxes for phone, email, chat, and social media. This led to slower response times, duplicate messages, and a lack of visibility into customer histories.

My Role :

As the lead UX designer, I conducted user research, defined information architecture and flows, designed the UI and interactions, and tested prototypes.I collaborated closely with stakeholders, developers, QA, and customer service agents to understand pain points and design requirements.
Through interviews and surveys, I gathered insights from agents on their challenges with the current 3rd party platform. This allowed me to design solutions tailored to their needs and mental models.

Process :

Conducted user research and stakeholder interviews to understand needs

Information architecture and user flows

Iterative prototyping and usability testing

Visual and interaction design

Product development sprints

The Solution :
Designed a consolidated inbox that connects agents and customers across multiple channels in a single view.
Key features include:

Unified cross-channel inbox

Single conversation thread

Quick channel switching

Integrated customer and company profiles

Results :

The new unified inbox that we designed and developed in-house streamlined agent workloads allowing faster responses. Since launching, customer satisfaction has improved by 15%. Agents handle 20% more chats per day with the self-developed omnichannel inbox.
Switching between channels and keeping track of fragmented conversations was seamless with our custom built solution. Our unified view reduced duplication, improved visibility, and aligned with agent mental models. Now agents can efficiently manage conversations across phone, SMS, chat, and social without switching screens.

Challenges and Lessons Learned :

Balancing consistency with specialized channel needs

Testing prototypes early and often

Collaboration across product, design, engineering

Building the platform ourselves allowed greater flexibility and control over the user experience. In the future, we can easily add new channels and functionality based on evolving user needs.