These static samples are from a Figma slide deck showcasing my work journey up to 2025, highlighting aspects of UX work and management process retrospective at Netomi, while leading a UX team involved in Conversational AI.

Bonus: Infographic link from “Competitor Review” page - agentdesk-interaction-handoff

What’s not included?:
Work samples cannot be included due to NDA. A legal notice is included in the last slide.

The “OPS”, or Ontario Public Service, is a division of the Ontario provincial government, providing services directly to its citizens. To help fulfill that role, employees rely upon an internal web portal for ordering products and services... In essence, an internalized “Amazon” previously known as SODO (Service Order Desk Online).

This presentation has been rebuilt as a Figma-based slide deck. If accessing the deck, please use your left-right arrow keys to navigate.

This presentation has been rebuilt as a Figma-based slide deck. If accessing the deck, please use your left-right arrow keys to navigate.

Insight Tarot represents a passion project of mine, and stems from a personal interest in divination, esoteric knowledge and ancient symbolism.

Having tested many mobile and desktop apps related to Tarot, iChing and the like, I started mapping out the app’s key features and how it could be monetized. With that foundation in hand, I began to block out all of the UX and testing it with users for refinement. Once I was happy with the overall direction, I started to build out the style guide and high-definition mocks for selling to potential investors / partners.

Some UI visual aspects are still in flux. And once development ramps up, I’ll be personally designing all 78 cards.

During the transition from on-premise to a cloud-based subscription model, Genesys developed a suite of advanced communication tools (referred to as "widgets"), and I played a defining role in their Live Chat design.

When I joined the Widgets product, some rough development had already started from a basic concept. I refined the UI, designed UX flows for new features, and audited existing Genesys tools while researching popular 3rd-party chat apps. From there, I created low- and high-fidelity flows in Sketch, then built interactive mobile and desktop prototypes in MarvelApp for testing.

My previous employer, Genesys Labs, provides software support for call centre operations.

At Genesys, we were not only involved in moving call centre software from on-premise to the web, we were constantly trying to push the envelope by getting dashboard notifications onto cutting-edge mobile platforms.

At bottom, I explored miniature widgets on the Samsung smartwatch, based closely on the Genesys dashboards / current UI. 

At middle, I adapted Genesys widgets to Google Glass.

At top, working with the Motorola smartwatch, our KPI and Alert notificaions really began to tighten up.

Genesys required an easy to use weekly appointment scheduler for mobile and desktop applications. Focus should emphasized towards the time blocks, and not a large calendar.

After careful review of existing calendar and scheduling capabilities within current Genesys products, and in consultation with the PM, other UX team members and development, I worked towards this final scheduling concept.

Customers can configure either a 5 day (work week) or 7 day (full week) day range as standard, or go to a maximum of 14 days.

Time increments for scheduling are expressed in blocks of 15 minutes. The minimum block increment would be 5 minutes, while the maximum is 1 hour.

When a day or time is no longer available due to another scheduling it, that item will auto-update and ghost out.

The desktop version has a bit more flexibility in time display. Customers can configure a tabbed AM/PM or Morning/Afternoon/Evening scenario, or disable time tabs, adding the AM PM designation to the end of the time display. Which scenario you choose tends to depend on the number of incremental times you plan to offer your customers.

Future scenarios may be designed to offer multiple bookings within the same time slots.

Genesys has produced many Voice-based UI plug-ins, customized for different types of Agent-related software. Regardless of the exact platform, the base voice functionality is similar... allow an Agent to call out and/or receive incoming voice calls from a customer, providing all interactive functionality and tracking of that call, whenever possible.

As Genesys moves into multi-channel support, voice-only focus is rather limiting. so a redesign of the various plugins, or bars, was requested.

The interaction bar we're looking at today was produced to plug into existing Oracle software, and can tie in to other areas of the primary app (not explored here today). Many of the changes made from the original design (bottom of page) are significant: I have added in multi-channel support, multi-status support, multi-interaction display, simplified/grouped controls (customized to each channel), and more.