The LiveEngage platform is the industry leader for conversation management at scale.
Used by the largest call centers in the world, agents, managers and analysts can act and inspect on consumer interactions in real time. To design for so many personas, I spent a lot of time with the users in call centers, to learn first hand how to simplify each step of their routines.
As head of product design, I was responsible for driving product concept, creative direction, creating the design system, UX, and user research. I took a hands-on approach to creating the UI elements, directing the team on user research, and using the design system to create widgets and function screens.