Worked on klink.cloud, a B2B omnichannel contact center platform that brings customer conversations, ticket management, automation, and AI-powered support into one connected experience.
- Built a strong understanding of contact center operations, ticketing systems, and messaging platforms through domain research, industry papers, and competitor analysis.
- Collaborated with the Design Lead, Product Managers, and stakeholders to map user journeys, workflows, and empathy maps for complex customer-support operations.
- Analyzed real customer feedback and support data to uncover usability issues and ensure design decisions were grounded in actual user needs.
- Designed an integrated experience that allowed support teams to manage conversations and related tickets within the same workflow, contributing to significant growth in the product user base.
- Built and maintained a design system that improved usability and visual consistency across a platform used daily by business teams.
- Helped integrate AI agents and workflow-building capabilities into the product, supporting its expansion into the Global market.