Comms Customer Support tool x Moon Design System (2018—2022)

Comms (Product Case Study)

Comms is a multi-brand and multi-language communication application for B2C and B2B (upcoming). The online customer service software includes online chat, emails, knowledge base, auto-replies builder, and analytics.

The project was started in September 2018 when I relocated from Kyiv to Tallinn to work on this project as a Founding Product/UX/UI designer.

Achievements:

Saved customer support team from a nightmare application designed before me — see "History" below (2018);
Moved from Sketch to Figma (2019);
Moved to Moon Design System (2020)
Auto-replies (Knowledge-base, Smart assistance) saved around 30% of live customer support time (2020—2021)

My responsibilities as a product designer of Comms were:

1 to 1 interviews with stakeholders and the Customer Support team (Head and Leads);
Design and validate flows and diagrams with CS (Drawio-Confluence/Figma);
Keep consistent UX patterns with the internal design system (Moon Design System);
Contribute to, collaborate and keep updated internal DS;
Deliver final result to FE/BE developers by detailed description and scenarios of the flows and UI (Figma/Confluence);
Monthly FE quality control with review sessions (Confluence reports)

My responsibilities as a lead of BO division:

Keep consistent UX patterns with the internal design system (Moon Design System);
Contribute to, collaborate, and keep updated internal DS;
Manage and delegate tasks to Mid and Junior designers;