#Overview.

Chatform is an AI-driven customer support platform designed to streamline support operations through automation, a flexible workflow/bot builder, and omnichannel communication. I was brought in to lead the design of their MVP—from discovery to delivery—ensuring the product was usable, scalable, and strategically aligned with the business goals.

#The challenge.

#Problem.

Abstract concepts. The client had a strong vision but limited technical references. The first hurdle was translating abstract ideas into a concrete product roadmap.
No precedent. No existing interface or framework—we were building from scratch.
Complex use cases. We had to accommodate both non-technical support agents and admins with advanced automation needs.
Time-boxed. We had just 12 weeks to design and validate the MVP.

#Project Goal.

Launch a fully functional MVP to validate product-market fit.
Design an intuitive interface for both support agents and admins.
Build a flexible chatbot & workflow builder that enables automation without code.
Create a scalable design system to support future features.

North star: Reduce operational overhead for support teams while improving response times.

#My role.

As Lead Product Designer, I owned the design direction from discovery through delivery:

Ran discovery sessions and stakeholder interviews.
Defined IA, user flows, and core product architecture.
Led UX research and competitive analysis.
Produced wireframes, hi-fi UI, and interactive prototypes.
Collaborated closely with engineering for smooth handoff and implementation.
Partnered with visual design to ensure brand consistency across UI, icons, and marketing.

#Project management & organization.

We followed an agile cadence with weekly check-ins and design sprints.

Kickoff workshop. Aligned on goals, user segments, and the competitive landscape.
Prioritization matrix. Clarified MVP must-haves vs. nice-to-haves.
Design reviews. Weekly syncs with PM/engineering to test assumptions and de-risk delivery.
Prototyping → dev handoff. Figma components, variants, and prototypes, plus Loom walkthroughs for QA and build.

#My Work as a UX Designer

#Dashboard (Home)

Problem. New agents needed orientation; experienced agents needed fast access to common actions.
Process. Researched onboarding and dashboards (Intercom, Zendesk, Freshdesk).
Solution. A home view with shortcuts to core features, knowledge base access, and real-time chat updates.
Outcome. Reduced time-to-first-response for new agents; helped teams stay proactive.
Value delivered. Clear first-touch experience aligned to agent mental models.

#Bot Builder & Templates

Problem. Teams needed to automate workflows without coding.
Process. Mapped common scenarios (support, feedback, onboarding).
Solution. Drag-and-drop builder with pre-built templates and full customization.
Outcome. Bots deployable in minutes; easy to extend.
Value delivered. Lower dependency on devs; faster automation cycles.

Problem. Clients needed the support widget to reflect their brand.
Process. Designed real-time customization with live preview and theme presets.
Solution. Controls for colors, fonts, avatar styles, tone of voice.
Outcome. Fully white-labeled experiences.
Value delivered. Increased trust and brand alignment.

#Chat Inbox

Problem. Agents juggled high volumes across channels with fragmented tools.
Process. Interviews to uncover workflows, pain points, and shortcuts.
Solution. Unified inbox with filters, real-time attributes, quick replies, and internal notes.
Outcome. Centralized, actionable workspace.
Value delivered. Faster responses and reduced handling time.

#Contact Importer

Problem. New customers often migrated from other tools and needed clean data.
Process. Researched imports in HubSpot, Intercom, Airtable.
Solution. CSV uploader with field mapping, exclusion toggles, and custom property creation.
Outcome. Lower onboarding friction.
Value delivered. Faster setup for new accounts.

#Collaboration & Handoff.

I collaborated closely across functions to keep feasibility and pace:

Engineering. Weekly syncs and async reviews to ensure technical fit and pixel accuracy.
Product. Translated business goals into shippable slices and milestones.
QA. Documented behaviors, states, and edge cases; supported live QA during implementation.
Stakeholders. Regular demos to validate progress and refine priorities.

Handoff package: Structured Figma library, page-level specs, motion/behavior notes, and Loom walkthroughs.

#The Final Product.

The MVP shipped in 12 weeks with:

Customizable chat widget
Scalable drag-and-drop bot builder
Multi-channel inbox
Robust onboarding tools (knowledge base, imports)
Admin dashboard with user-friendly controls

Everything was built with modular components for future growth—no fluff, just utility.

#Results & Impact.

Time to value. Bots deployable in 15 minutes.
Efficiency. First-response time reduced by ~30% using quick replies and smart filters.
Adoption. Positive pilot feedback, especially on the builder’s clarity and speed.
Scalability. Componentized system ready for rapid feature iteration.

Chatform: Designing an AI-Powered Help Desk MVP.

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