OVERVIEW
ICOM AI provides is an SMS service that provides immediate customer service beyond appointment setting. ICOM AI conversational AI takes your buyer out of the market in minutes and gives them more than vital answers by promptly acting to connect calls to your sales team.
ROLE
Lead UX/UI Designer, User Research, Interaction, Visual Design, Prototyping & Testing, Information Architecture, Marketing, Presentations to VP, CEO, CTO
DESCRIPTION OF PROJECT
As the Lead User Experience Designer, the main goal was to re-design/modernize the ICOM App, add new functionalities and features while providing a more viable product that being both the ICOM platform and the ICOM app. We worked as part of an agile software development team, creating wireframes, mockups, and high-fidelity designs based on the user research findings.
Background
I’ve grown tremendously with this company – I joined ICOM AI as the Lead User Experience Designer a year ago as of the 3 designers in a company that was growing tremendously with over 15 engineers and 5 product managers. I supported design across every aspect of the business and am respondsible for leading UX and UI across key parts of the application side of the platform.
Some key achievements of which I have listed below:
Implemented a design process. This has helped our team establish more structure to how we conduct our work and allow other teams to gain visibility across our upcoming sprints.
Improved usability across the platform. We worked with the Tech Product manager to create User interviews and conducted interviews with the specific target audience. Also created a Survey that was sent out to Automotive Retail Industries in order to gain some insight into who the specific personas are for this product.
Established an Entire Design System. This helped to maintain consistency in the look and feel across different parts of the platform, collaborated with the Graphic Designer in order to select the specific colours that will help with usability.
User Interviews for Dashboard
We created specific questions only related to the Dashboard as this was the most important page of the Portal and the App and was the highest priority. I also included specific questions that are related to the Leads page within both the Portal and the App.
👀 Take a look at the PDF questions below.
Gathering insights & Wireframing the Solution
After collecting the recordings from a few user interviews, we quickly gathered feedback and went into Figma to synthesize the pains identified. Grouped these problems under common themes and features to see if we can update specific areas of the App.
Rebranding to both App and Portal
We had the opportunity to rebrand the portal and app based on an entire rebrand to the entire company itself, this was a fun project to be a part of! Due to the company having to change their name, we flew down to Houston, Texas (Head Office) to collaborate with the Graphic Designer and Marketing team
End Result - App
Since the implementation of the new brand update, along with increase ease of use, we have seen a significant decrease in the number of complaints from clients using this product. Additionally we’ve received positive feedback from users about the simplified configuration, allowing clients the ability to navigate smoothly across both the Portal and the App.
This was a huge project that myself and the other designer worked on, as we went through the entire Portal along with the App and made re-branding updates but also had the opportunity to research, conduct user interviews with the specific target audience, synthesize feedback and create unique updates while also working through the portal, to pin point key areas that are the highest priority where usability is lacking.
