Case Study:
Omnichannel Messaging Platform Redesign
Case Study:
Omnichannel Messaging Platform Redesign
Challenge
The platform required a visual and functional update to integrate new functionalities without affecting the existing experience.
The challenge was to redesign the user interface while maintaining the consistency of the design system, optimizing the user experience and ensuring that the new capabilities would integrate naturally into the current flows.
The platform required a visual and functional update to integrate new functionalities without affecting the existing experience.
The challenge was to redesign the user interface while maintaining the consistency of the design system, optimizing the user experience and ensuring that the new capabilities would integrate naturally into the current flows.
Project objectives
• Improve the usability, accessibility and general intuitiveness of the platform.
• Integrate new functionalities while respecting the existing design system.
• Optimize key user flows to achieve a more agile and efficient experience.
• Update the look & feel to align with modern UI standards and digital design trends.
• Improve the usability, accessibility and general intuitiveness of the platform.
• Integrate new functionalities while respecting the existing design system.
• Optimize key user flows to achieve a more agile and efficient experience.
• Update the look & feel to align with modern UI standards and digital design trends.
Resources provided by the company
• Full access to the platform for UX audit and testing of the current experience.
• Official UI Kit to ensure visual consistency.
• Design files and previous prototypes as a reference point.
• Full access to the platform for UX audit and testing of the current experience.
• Official UI Kit to ensure visual consistency.
• Design files and previous prototypes as a reference point.
Creative process
Interviews with the product team to align strategic and technical objectives.
Platform exploration to detect friction and opportunities for improvement.
Design of new user flows focused on critical tasks.
Creation of wireframes applying the UI Kit, optimizing layout, visual hierarchy and interaction patterns.
UI refinement with modern elements, visual consistency, and readability improvements.
Delivery of prototypes and documentation for the development team.
Interviews with the product team to align strategic and technical objectives.
Platform exploration to detect friction and opportunities for improvement.
Design of new user flows focused on critical tasks.
Creation of wireframes applying the UI Kit, optimizing layout, visual hierarchy and interaction patterns.
UI refinement with modern elements, visual consistency, and readability improvements.
Delivery of prototypes and documentation for the development team.
Tools used
• FigJam: Research, definition of objectives and collaboration with stakeholders.
• Figma: User flows, wireframes, interactive prototypes and visual refinement.
• FigJam: Research, definition of objectives and collaboration with stakeholders.
• Figma: User flows, wireframes, interactive prototypes and visual refinement.
Delivered solution
A complete Figma archive with:
• Optimized flows and high fidelity wireframes.
• Reusable components and documentation for handoff.
• Refined UI that respects the visual identity but improves structure, accessibility and overall experience.
A complete Figma archive with:
• Optimized flows and high fidelity wireframes.
• Reusable components and documentation for handoff.
• Refined UI that respects the visual identity but improves structure, accessibility and overall experience.
Results
• More intuitive, clear and user-centric platform.
• New functionality seamlessly integrated into existing design.
• Updated look & feel, modern and aligned with the digital brand.
• Solid foundation for a scalable product and future evolutions.
• More intuitive, clear and user-centric platform.
• New functionality seamlessly integrated into existing design.
• Updated look & feel, modern and aligned with the digital brand.
• Solid foundation for a scalable product and future evolutions.
Confidentiality note: Due to an NDA agreement, only an overview is presented without showing the full internal design.
Confidentiality note: Due to an NDA agreement, only an overview is presented without showing the full internal design.
