Genesys developed a suite of advanced communication tools (referred to as "widgets") designed to be integrated into Enterprise websites, and I played a defining role in their Live Chat design. When I joined the project, initial development had begun from a basic concept. I refined the UI, designed UX flows for new features, and conducted a comprehensive audit of existing Genesys tools alongside research into third-party chat applications. I created low- and high-fidelity flows in Sketch, then built interactive prototypes in MarvelApp for testing and validation.