Netomi - Conversational AI
Samples under a no-publish NDA.
Building UX from the Ground Up
Netomi is a leader, and startup, in the conversational AI space, helping enterprises like Brex, WestJet, and Singtel transform customer service through intelligent automation. Netomi's Agentic Studio, the company's core product, enables enterprise teams to build, test, deploy, and manage conversational AI agents across chat, SMS, voice, and email to resolve end-customer queries—handling millions of interactions monthly with industry-leading resolution rates.
I joined in 2022 to establish UX leadership for the company's design function, stepping into an environment where two junior designers were being directed by PMs and formal UX processes, design systems, and user research practices simply didn't exist. Over 3+ years as Lead and Manager, I built all UX foundations from the ground up, scaling and mentoring the team to five designers while partnering with Leadership, PMs, Engineering, and Customer Success to shape product direction.To learn more about my journey in UX management as well as key product wins during my tenure, please explore the cards below.
Agentic Studio 101
I’ve prepared for you a super-fast, high-level visual understanding of Netomi’s key app - Agentic Studio.
Learn more
Netomi
UX Management
Established all UX team practices and guided continual design system structure and improvements.
In this previously engineering-first environment, I established UX where none existed. Product managers were initially hesitant, but growing trust through results allowed teams to recognize UX's value. My early visionary drive evolved into balanced servant-leadership, empowering the team to deliver great experiences.
Visionary Leadership
Past experience in big data and customer-agent interactions guided vision.
Solution Storytelling
Guided problem-solution framing and flows built around personas and outcomes.
UX Team Support
1-1s, bi-weekly reviews, company-wide progress reports, and more.
Task Assign Balancing
Led distribution among designers based on their strengths and seniority.
Team/Leadership Balancing
Balanced improving UX files and structures while hitting monthly PM-driven targets.
UX Hiring Manager
Working with HR and candidate feedback, I refined the UX hiring and testing process.
Deliver > Release
Worked to align the UX > Eng/QA pipeline, seeking to reduce tech debt.
Quarter Planning
Worked closely with PMs, VPs and other leaders on yearly/quarterly planning and goals.
UX <> Marketing
Worked closely with Marketing team to streamline shared files and systems.
Customer Insights
We used HotJar and other insight tools, partnering with Customer Success to understand user needs.
Competitor Research
We tracked competitors and market trends, using insights to guide product decisions.
UX Guide Docs
Created extensive Confluence and Figma-based UX onboard and training docs.
Netomi
Product Wins
Key initiatives taken during my tenure to elevate Netomi from a startup to a powerhouse in Conversational AI.
At the heart of our work at Netomi, the team and I continually elevated and refined the design system, ensuring consistency and scalability across the product as our foundation. This ongoing effort enabled us to move faster, maintain quality, and create cohesive experiences as the product grew in complexity and reach.
Design System Evolution
Continually refined and scaled the design system for consistency across the product.
Established Personas
Through research, defined user personas across Netomi, Partnerships and individual Orgs.
Product Rebrand
Provided leadership across all product and marketing.
Admin Integration
Merged a separate admin tool into Agentic Studio for full Org control of workforce and bot deployment.
Self-Serve Transform
Led UX strategic transformation of self-service capabilities in Agentic Studio.
AI Response Uplift
Led UX efforts to enhance AI workflows with actions and guardrails in Agentic Studio.
Customer Onboarding
Led design of a new onboard routine in Agentic Studio with fast demo bot building.
Widget & Builder Uplift
Led Netomi’s chat widget uplift, improving UI and settings, marketing and survey features.
Analytics Uplifts
Guided multiple dashboards reflecting quantitative and qualitative data.
AI Response Tester
Established vision for global response tester in Agentic Studio, streamlining review.
Training Platform
Led vision for a YouTube-like video training UI within Agentic Studio.
SMB Market Expansion
Researched SMB to scale beyond Enterprise in Agentic Studio.
AgentDesk AI Copilot
Outside internal product, we built advanced AI assist plug-ins for AgentDesk platforms.
“Paul is a fantastic coach. He invests time in mentoring other designers, sharing insights, and helping teammates grow. His ability to provide thoughtful, constructive feedback makes a real difference.”
Sr. PM
“Paul is not only a skilled lead designer but also a great mentor who genuinely cares about helping others grow.”
UX Designer
"Paul (brings) ... strategic vision coupled with deep UX expertise ... Paul's skill in aligning design objectives clearly with business goals has noticeably increased the visibility and influence of design within the company”
Bogdan Laga
Sr. UX Designer
Netomi - Conversational AI
Samples are under a no-publish NDA. Please inquire about what can be shared in-call.
Building UX from the Ground Up
Netomi is a leader, and startup, in the conversational AI space, helping enterprises like Brex, WestJet, and Singtel transform customer service through intelligent automation. Netomi's Agentic Studio, the company's core product, enables enterprise teams to build, test, deploy, and manage conversational AI agents across chat, SMS, voice, and email to resolve end-customer queries—handling millions of interactions monthly with industry-leading resolution rates.
I joined in 2022 to establish UX leadership for the company's design function, stepping into an environment where two junior designers were being directed by PMs and formal UX processes, design systems, and user research practices simply didn't exist. Over 3+ years as Lead and Manager, I built all UX foundations from the ground up, scaling and mentoring the team to five designers while partnering with Leadership, PMs, Engineering, and Customer Success to shape product direction.To learn more about my journey in UX management as well as key product wins during my tenure, please explore the cards below.
Slide Deck
For a more in-depth review, please check out the slide deck.
Agentic Studio 101
I’ve prepared for you a super-fast, high-level visual understanding of Netomi’s key app - Agentic Studio.
Netomi
UX Management
Established all UX team practices and guided continual design system structure and improvements.
In this previously engineering-first environment, I established UX where none existed. Product managers were initially hesitant, but growing trust through results allowed teams to recognize UX's value. My early visionary drive evolved into balanced servant-leadership, empowering the team to deliver great experiences.
Visionary Leadership
Past experience in big data and customer-agent interactions guided vision.
Solution Storytelling
Guided problem-solution framing and flows built around personas and outcomes.
UX Team Support
1-1s, bi-weekly reviews, company-wide progress reports, and more.
Task Assign Balancing
Led distribution among designers based on their strengths and seniority.
Team/Leadership Balancing
Balanced improving UX files and structures while hitting monthly PM-driven targets.
UX Hiring Manager
Working with HR and candidate feedback, I refined the UX hiring and testing process.
Deliver > Release
Worked to align the UX > Eng/QA pipeline, seeking to reduce tech debt.
Quarter Planning
Worked closely with PMs, VPs and other leaders on yearly/quarterly planning and goals.
UX <> Marketing
Worked closely with Marketing team to streamline shared files and systems.
Customer Insights
We used HotJar and other insight tools, partnering with Customer Success to understand user needs.
Competitor Research
We tracked competitors and market trends, using insights to guide product decisions.
UX Guide Docs
Created extensive Confluence and Figma-based UX onboard and training docs.
Netomi
Product Wins
Key initiatives taken during my tenure to elevate Netomi from a startup to a powerhouse in Conversational AI.
At the heart of our work at Netomi, the team and I continually elevated and refined the design system, ensuring consistency and scalability across the product as our foundation. This ongoing effort enabled us to move faster, maintain quality, and create cohesive experiences as the product grew in complexity and reach.
Design System Evolution
Continually refined and scaled the design system for consistency across the product.
Established Personas
Through research, defined user personas across Netomi, Partnerships and individual Orgs.
Product Rebrand
Provided leadership across all product and marketing.
Admin Integration
Merged a separate admin tool into Agentic Studio for full Org control of workforce and bot deployment.
Self-Serve Transform
Led UX strategic transformation of self-service capabilities in Agentic Studio.
AI Response Uplift
Led UX efforts to enhance AI workflows with actions and guardrails in Agentic Studio.
Customer Onboarding
Led design of a new onboard routine in Agentic Studio with fast demo bot building.
Widget & Builder Uplift
Led Netomi’s chat widget uplift, improving UI and settings, marketing and survey features.
Analytics Uplifts
Guided multiple dashboards reflecting quantitative and qualitative data.
AI Response Tester
Established vision for global response tester in Agentic Studio, streamlining review.
Training Platform
Led vision for a YouTube-like video training UI within Agentic Studio.
SMB Market Expansion
Researched SMB to scale beyond Enterprise in Agentic Studio.
AgentDesk AI Copilot
Outside internal product, we built advanced AI assist plug-ins for AgentDesk platforms.
“Beyond his expertise, Paul is a fantastic coach. He invests time in mentoring other designers, sharing insights, and helping teammates grow. His ability to provide thoughtful, constructive feedback makes a real difference.”
Chakri Josyam, Sr. Product Manager
“I’ve been fortunate to work with Paul for the past three years, and it’s been a truly enriching experience. Paul is not only a skilled lead designer but also a great mentor who genuinely cares about helping others grow.”
Arif Amad, UX Designer
"Paul (brings) ... strong strategic vision coupled with deep UX design expertise, particularly in developing intuitive, AI-driven user experiences ... Paul's skill in aligning design objectives clearly with business goals has noticeably increased the visibility and influence of design within the company”
Bogdan Laga, Sr. UX Designer