One platform, endless ways to connect
Industry
Telecom
Client
Cordial (later BCM1)
Position
Lead Designer
Length
1.5 Years
The Challenge
Background
Cordial acquired a video chat platform with unique room-based video collaboration, aiming to integrate it into Cornexa and improve the user experience.
Objective
Merge video conferencing with chat and meeting functionalities to create a cohesive, user-friendly communication tool.
Strategy
Initial Planning & Direction
Worked closely with stakeholders to refine their wireframes through brainstorming sessions, initially focusing on meetings. I recommended expanding into chat and mobile early on, working ahead to anticipate future needs.
Feedback Loop & Iteration
Introduced a feedback mechanism within the platform to gather real-time user insights, guiding improvements in areas like room management, chat, and mobile integration. This ensured we consistently met user expectations.
Market Research & Foresight
Conducted competitor analysis on platforms like Slack, Zoom, and Microsoft Teams to benchmark our product. Despite limitations in formal research, I relied on market insights and analytics to guide strategic decisions, shaping features like mobile and chat to align with industry standards.
Solutions
Meetings
Developed a versatile meeting tool with scheduling, recurring meetings, waiting rooms, and various screen sharing options. Integrated in-meeting chat, host controls, participant management tools, and responsive views for desktop, web, and mobile. Added features for content sharing and various other tools for enhanced collaboration.
Webinars
Designed and implemented a webinar feature that allowed hosts to effectively manage large-scale events, with controls for speaker designation, moderator roles, attendee management, and private chat.
Messaging
Designed a clean, intuitive interface that integrates chat with video conferencing, allowing users to edit messages, react with emojis, upload various attachments, and seamlessly start or join meetings directly from chat. Also included SMS messaging functionality, ensuring flexibility across communication channels.
Multitasking
Developed a multitasking view, allowing users to minimize video calls while performing other tasks like messaging or navigating the app. This enabled users to stay productive without losing track of active conversations.
Calling
Enhanced call functionalities, including call transfers, holding, and conferencing. Developed solutions for managing call queues, ensuring smooth handling of multiple callers.
Call Dashboard
Designed a dashboard to manage parked calls, call queues, and user status.
Feedback
Implemented a feedback loop that allowed users to provide satisfaction scores (0-10) and report issues for continuous improvements.
Outcomes
Client Feedback
The client consistently provided positive feedback on my UX and UI improvements, relying on my contributions as a lead designer.
Project Success
The integration of video conferencing and chat led to a more cohesive user experience, enhancing Cornexa’s appeal. This success contributed to Cordial’s acquisition by BCM1, and SkySwitch later adopted much of the UX/UI for their platform.
Design Influence
Delivered core UX improvements, including room-based video conferencing, chat integration, and user navigation, all well-received by stakeholders and users.
Conclusion
Growth & Leadership
My role evolved from mid-level to senior designer, handling complex client interactions, managing teams, and navigating stakeholder relationships. This experience strengthened my ability to lead UX projects with multiple moving parts.
Key Learnings
Managing this project taught me valuable lessons in stakeholder alignment, iterative design, and effective communication.
Next Steps
After leading the project to a successful handoff, Cornexa and SkySwitch continued to evolve, with my work serving as the foundation for future updates and improvements across both platforms.