Inbox

About

Product designer

This is a rebrand of Birdeye’s messaging platform with product/feature updates and UX revamp. Our goal was to solve B2C goals such as acquiring more leads and maintaining happy customers.

Problem

Businesses were finding it difficult to manage the influx of messages coming from unhappy customers and potential leads.

A new navigation

With more customers turning to online services because of the pandemic, businesses started to receive more messages. The customers would come from many different sources—business' websites, referrals, and more. Our solution was to rebrand our messaging platform into an "Inbox", allowing an organized and efficient messaging workspace.

Frequently asked questions

Customers typically contact businesses to ask questions, such as their hours and payment issues. I was able to work on our chatbot feature which entailed an FAQ page for businesses to list some of their information as well as a customer-facing AI which automatically responded to those existing questions.

Assigning conversations

Our goal was to make messaging as efficient as possible for any business. To solve this, we added an assigning option for every conversation. With this option, users can assign the conversation to an individual or a team with an internal note if needed.

What I learned

User engagement

Familiarity

Conduct user research on familiar messaging patterns when deciding which features to add, remove, show or hide.

With many existing messaging and emailing platforms out there, creating a common interface will reduce the users' cognitive load.