Eclipse AI aimed to enhance its customer experience (CX) by effectively managing and analyzing voice-of-customer (VoC) data from various channels. The challenge was that customer interactions were siloed across different platforms, making it difficult to gain actionable insights. As the end-to-end product designer, my role was to develop a comprehensive solution to unify these interactions and streamline the analysis process.

My responsibility was to lead the design process from research to launch. This involved conducting UX research and competitor analysis, creating high-fidelity designs in Figma, collaborating with stakeholders for feedback, and ensuring a smooth and successful launch. Additionally, I was tasked with training junior designers on how to customize and maintain the design system to ensure long-term scalability and consistency.

I began by collaborating with the UX research team to gather insights through user interviews and surveys, identifying key pain points and user needs. Concurrently, I conducted a competitor analysis to benchmark industry standards and identify opportunities for differentiation. Using these insights, I developed high-fidelity designs in Figma, focusing on creating a user-centric interface that prioritized ease of use and accessibility. Throughout the design phase, I worked closely with developers, providing detailed walkthroughs to ensure accurate and efficient implementation. Additionally, I trained junior designers on customizing the design system to maintain consistency across the platform.

Received positive feedback for improved usability and aesthetics

Increased user engagement and satisfaction

Achieved a 30% boost in user retention

Reduced support tickets by 20%