Conversational Messaging

Context

The rise of messaging apps like WhatsApp, WeChat, and Facebook Messenger throughout the 2010s fundamentally transformed personal and business interactions, shifting communication toward faster, more flexible, real-time exchanges. At this same time, after numerous years of building point solutions, our web and mobile embedded support products were becoming increasingly inconsistent.

Mission

In response to this rapidly changing environment, we embarked on a multi-year effort to refresh our disparate product offering into a streamlined, multi-platform and AI powered native messaging solution. The work involved integrating new and old technology and extensive collaboration between teams in Asia Pacific, North America and Europe.

Role

I was accountable for design for this initiative and led multiple groups of designers to create enhanced admin, end-user and agent experiences.