Genesys - Curated Projects
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
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.
Live Chat Widget
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.
Mobile & Desktop
Desktop - Access flow
Competitive research
Emoticons planning
Emoticons design
Wearables
At Genesys, we were actively exploring the future by investigating dashboard-based notifications on cutting-edge mobile platforms. The samples expressed here targeted widget and notifications to Samsung and Motorola smartwatches, both of which used different size and shape screens, as well as different OS interactions, which were mocked up just before the debut of Apple's smartwatch in the spring of 2015.
Also produced in early 2015 was a Google Glass concept piece, theorizing that Enterprise-savvy professionals could monitor their Agent-customer interactions, anywhere and at any time. While Google Glass was discontinued shortly after, it still represented a major milestone in mobile computing, and this was more of a marketing-related 'what if' at the time. Today, receiving timely notifications and health updates on mobile devices is an every-day occurrence.
Motorola Moto 360 smartwatch mock-up
Exploring circular widgets on a Motorola Moto 360 smartwatch
Google Glass - Adapting Genesys widgets
Exploring miniature widgets on a Motorola Smartwatch
Scheduler Tool
Genesys needed a streamlined weekly appointment scheduler for mobile and desktop that emphasized time blocks over traditional calendar views. After reviewing existing scheduling tools and collaborating with PM, UX, and development teams, I designed a flexible concept supporting 5-, 7-, or up to 14-day ranges with 15-minute booking increments and customizable intervals from 5 minutes to 1 hour. The design included intelligent availability updates that automatically ghosted out unavailable slots, while the desktop version offered multiple time display options including AM/PM tabs, broader time-of-day groupings, or continuous views with AM/PM suffixes. Future iterations were planned to support multiple bookings within the same time slot.
Real-world mock-up
Mobile interactions / Dynamic rotation of mobile
Desktop version
Genesys - Curated Projects
Genesys provides cloud-based contact centre software that helps businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on live agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics, serving thousands of companies globally as a leading contact centre software provider.
In 2013, I joined as a Sr. Designer during a major transition from on-premise to cloud-based solutions, which included a complete product redesign. Over my four-year tenure, I worked on competitive research, persona development, a new cloud-based hub, and several custom BI dashboards.
Below I have curated several memorable projects, each with their own mission set. There's live chat design, a new scheduler tool, and visionary work in what was the start of an emerging wearables market, where we examined adapting metrics and notifications to smart watches and Google Glass.
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
Live Chat Widget
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.
Mobile & Desktop
Desktop - Access flow
Competitive research
Emoticons planning
Emoticons design
Wearables
At Genesys, we were actively exploring the future by investigating dashboard-based notifications on cutting-edge mobile platforms. The samples expressed here targeted widget and notifications to Samsung and Motorola smartwatches, both of which used different size and shape screens, as well as different OS interactions, which were mocked up just before the debut of Apple's smartwatch in the spring of 2015.
Also produced in early 2015 was a Google Glass concept piece, theorizing that Enterprise-savvy professionals could monitor their Agent-customer interactions, anywhere and at any time. While Google Glass was discontinued shortly after, it still represented a major milestone in mobile computing, and this was more of a marketing-related 'what if' at the time. Today, receiving timely notifications and health updates on mobile devices is an every-day occurrence.
Motorola Moto 360 smartwatch mock-up
Exploring circular widgets on a Motorola Moto 360 smartwatch
Google Glass - Adapting Genesys widgets
Exploring widgets on a Samsung Gear Neo 2
Scheduler Tool
Genesys needed a streamlined weekly appointment scheduler for mobile and desktop that emphasized time blocks over traditional calendar views. After reviewing existing scheduling tools and collaborating with PM, UX, and development teams, I designed a flexible concept supporting 5-, 7-, or up to 14-day ranges with 15-minute booking increments and customizable intervals from 5 minutes to 1 hour. The design included intelligent availability updates that automatically ghosted out unavailable slots, while the desktop version offered multiple time display options including AM/PM tabs, broader time-of-day groupings, or continuous views with AM/PM suffixes. Future iterations were planned to support multiple bookings within the same time slot.
Real-world mock-up
Mobile interactions / Dynamic rotation of mobile
Desktop version
Genesys - Curated Projects
Genesys provides cloud-based contact centre software that helps businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on live agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics, serving thousands of companies globally as a leading contact centre software provider.
In 2013, I joined as a Sr. Designer during a major transition from on-premise to cloud-based solutions, which included a complete product redesign. Over my four-year tenure, I worked on competitive research, persona development, a new cloud-based hub, and several custom BI dashboards.
Below I have curated several memorable projects, each with their own mission set. There's live chat design, a new scheduler tool, and visionary work in what was the start of an emerging wearables market, where we examined adapting metrics and notifications to smart watches and Google Glass.
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
Live Chat Widget
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.
Mobile & Desktop
Desktop - Access flow
Competitive research
Emoticons planning
Emoticons design
Wearables
At Genesys, we were actively exploring the future by investigating dashboard-based notifications on cutting-edge mobile platforms. The samples expressed here targeted widget and notifications to Samsung and Motorola smartwatches, both of which used different size and shape screens, as well as different OS interactions, which were mocked up just before the debut of Apple's smartwatch in the spring of 2015.
Also produced in early 2015 was a Google Glass concept piece, theorizing that Enterprise-savvy professionals could monitor their Agent-customer interactions, anywhere and at any time. While Google Glass was discontinued shortly after, it still represented a major milestone in mobile computing, and this was more of a marketing-related 'what if' at the time. Today, receiving timely notifications and health updates on mobile devices is an every-day occurrence.
Motorola Moto 360 smartwatch mock-up
Exploring circular widgets on a Motorola Moto 360 smartwatch
Google Glass - Adapting Genesys widgets
Exploring widgets on a Samsung Gear Neo 2
Scheduler Tool
Genesys needed a streamlined weekly appointment scheduler for mobile and desktop that emphasized time blocks over traditional calendar views. After reviewing existing scheduling tools and collaborating with PM, UX, and development teams, I designed a flexible concept supporting 5-, 7-, or up to 14-day ranges with 15-minute booking increments and customizable intervals from 5 minutes to 1 hour. The design included intelligent availability updates that automatically ghosted out unavailable slots, while the desktop version offered multiple time display options including AM/PM tabs, broader time-of-day groupings, or continuous views with AM/PM suffixes. Future iterations were planned to support multiple bookings within the same time slot.
Real-world mock-up
Mobile interactions / Dynamic rotation of mobile
Desktop version