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[24]7.ai Unified Digital Experience

  • Lead product designer that conceptualized and implemented a new customer chat interface strategy.

  • I used research data, prototypes and storytelling to articulate complex problem spaces, business opportunities, and influence software decisions, collaborating closely with developers and PMs.

  • I established a cohesive design system for 247.ai's mobile and web interfaces, including the patenting of a unique method for tablet chat interaction.

  • I delivered comprehensive human interface guidelines and design specifications for implementation, promoting a 'beautiful experience everywhere'.

  • The product is currently being deployed by (x)# of clients, (x) of customer usage daily, attributing to ($) in annual revenue, with a CSAT score of (x).

  • Clients include: Marriott, Columbia Sportswear, United Airlines, AT&T/Directv, Capital One, Best Buy, BJs Wholesale, Farmers Insurance, Sirius XM Radio, and more.

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Prior to my tenure at 247.ai, the company was juggling two disparate third-party chat interfaces for its virtual AI technologies and live agent support: Mobile Chat Framework (MCF) and Desktop Chat Framework (DCF). The two interfaces, each unique in codebase, appearance, usability, and functionality, posed significant challenges when aiming to streamline our user experiences as we embarked to execute on an omnichannel strategy. The issues:

  • Development maintenance and implementation cycles were longer, requiring 2 separate efforts for 2 different products

  • The chat services had limitations to functions that we wanted to support for various use cases

  • Asynchronous experiences lacked consistency and familiarity as users moved across channels

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The introduction of our next-generation UI framework, however, offers a more straightforward and consistent experience for users:

  • Modern, simple, clean, and fully customizable for client branding

  • Full control of unique features with responsive design

  • Eliminate the need for duplicate efforts on desktop and mobile chats but also expedite integration, reduce maintenance efforts

  • Heighten customer satisfaction with seamless and consistent experiences across channels and services with context retention

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In essence, our Unified Digital Experience (UDE) epitomizes "beautiful experience everywhere", thereby benefiting both our clients and their customers.

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I led the research and exploration that entailed:

  • Surveying our domain landscape

  • Conducting user interviews, concept & user tests, and producing research analyses

  • Establishing product experience principles, visual mood boards, branding strategies, product differentiators, development plans

  • Executive presentations and stakeholder buy-in

As we moved to an official Agile product development cycle, I designed features that optimized customer workflows, enabling a simple user experience to fulfill user tasks such as interaction patterns like:

  • Quick replies

  • Product carousels

  • Interactive cards

  • System controls

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I patented an interaction method for chat widget persistence and repositioning on touch tablet systems. During this time, similar domain services didn't have chat persistence and repositioning. When a user is actively in a chat and scrolls the underlying webpage, the chat interface would be pinned and scroll off page, making it difficult and requiring extra effort to find it. This led to poor customer experience and bad usability. I wanted to solve this by keeping the widget persistent on view while scrolling, working with the development team to find technical solutions, and ensuring appropriate execution and usability.

Designing a chat interface was meticulous and complex. It required a lot of rigid testing and identifying scenarios and edge cases. I was happy to establish a great foundation for the product, overseeing its evolution and growth. We began to hire additonal designers to maintain and continue its development, building out new features for new client requirements and use cases, supporting adaptability for new channels, and growing the business. I had been promoted to bigger business units after this project, focusing on the product strategies for our AI automation workflows.

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