Conversational analytics platform redesign
What began as a basic chat interface quickly evolved into a complex financial analyst with more and more features rushing in.
Midway through the journey, I led a full platform redesign while continuing to integrate new features.
Lead designer - Cross functional - 6 months (iterative)
Before & After
This case study showcases a limited portion of the complete redesign.
Vision & Strategy
Scalable UX
Designed by accretion, the single pile was now too big. Redesigned for scalability from single features to core flows.
Gain Trust
Features were aimlessly shouting “Trust me” and it just wasn’t working. Gained trust through transparency not confidence.
Design system
From atoms to pages, icon set, typography, and color- new system was put in place collaborating with front-end.
UNDERSTANDING
THE PROBLEM
Feature auditing
I started by auditing each feature using a validation framework to help scope problems and define KPIs.
Goal: What was the feature intention?
Reasoning: Why this design?
Success: So, is it working?
Evolution of the platform
Feature chaos
Building the initial platform was like Lego, but with random pieces thrown at you one by one.
While each feature was designed with the best available data at the time, they were built in isolation and resulted in a fragmented experience.
TMA - Too Much Accountability
Turns out many of our features were aiming to provide trust and transparency too early in the user journey.
Discussions with users surfaced that users are not interested in what happened for most successful responses, but do need transparency for all failures.
“trust me” badges that appear all the time are not helping (debuggin+code better to see together with response)
good to see progress indication
Split these into respective features with component figmas
Define KPI (reuse categories created above)
maintain all of the features’ existential reason, while distill down to what’s necessary
Reduce clutter
Bring back trust
4. scalability
Design iterations
progress bar / action icons / question font sizes / response only, rational if curious /
After
Solution: Bring back the magic
Before
Implementation
As sprint cycles go