designing the live chat experience.

Based on the user understanding of Engati's own users, it is evident that enterprises require solutions to manage their customer conversations seamlessly across multiple channels. While identifying competitors, Engati noticed that although these competitors excel in providing a satisfactory desktop experience, their mobile apps fail to meet user needs, resulting in various issues and challenges for users.

This insight presents a valuable opportunity for Engati to capitalize on the shortcomings of its competitors and focus on delivering a robust and user-friendly mobile application for managing customer conversations, positioning itself as the go-to solution for enterprises seeking a comprehensive omnichannel conversation management experience.

project status & role.

Shipped · UX Designer leading the project

This was the first big project I got when I entered Engati. I was onboarded on the project at its definition stage with key pain points already identified and goals set. My role was from an execution standpoint — to identify and deliver design solutions for a new experience with a tight deadline.

my roles & responsibilities.

• Understand our users — use available data to break down the user's journey and mindset.
• Research and analyze — identify pain points through research while setting benchmarks with competitor analysis.

We identified key areas of improvement and started brainstorming on how we could enhance the experience. First things first — we started by understanding the current architecture of the live chat experience of the SaaS product, and breaking it down to make navigating to different features more intuitive and quick.

We needed to keep some key features in mind. The happy flow would consist of chatting, filtering, and interacting — we designed the information architecture around that.