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Communications Suite and Scorpion Connect with AI Chat

Work

Overview

The Communication Suite integrates multiple channels—calls, texts, chat, and social media—into a unified inbox, streamlining customer interactions. Scorpion Connect with Chat AI is designed to convert website visitors into customers through AI-driven chat, online payments, and scheduling. Together, these tools optimize client engagement, enhance conversion rates, and simplify customer communication for businesses. Through user-centric design and strategic features, the platform addresses pain points in customer interaction and business management.

Project Duration

March 2022–October 2024

Product Statement

Users and customer support agents faced issues with disjointed communication channels, leading to a fragmented experience, inefficiency in response, and decreased satisfaction. The objective was to create a unified platform that could handle multi-channel communication and streamline responses with AI-powered assistance.

Goal

  • Centralize customer communications within a single, accessible platform.

  • Integrate AI-powered chat to assist agents with quick responses and relevant suggestions.

  • Improve customer-agent interaction continuity and reduce response times.

My Role: Lead Product Designer

As the Lead UX/Product Designer for the Communication Suite, I collaborated closely with the product manager to develop enhanced features. I designed user flows, wireframes, and high-fidelity screens based on product requirements. To bring interactivity to life, I created quick prototypes and worked on storyboards with our motion designer to add animations. I was also deeply involved in daily collaboration with the engineering team, ensuring seamless integration of designs, and addressing technical constraints throughout the project’s development.

Design Process

Research and Discovery

At the time, Scorpion did not have a formal UX team, and research was handled by Product Marketing, which posed significant challenges. The data collected wasn’t always relevant to product design needs, and there was no centralized repository for easy access. Despite these limitations, we adapted to work with available data. In January 2024, I co-led a team of three designers and a project manager to establish Scorpion’s first dedicated UX team. This initiative helped streamline research processes and integrate Lean UX methodologies into the workflow.

 

Check out the entire case study here: Lean UX Implementation at Scorpion - Pilot Project

To jumpstart the project, three of us designers teamed up with our product manager to collaboratively transform available data into actionable insights. We divided and conquered: gathering data from prior client surveys and interviews, we created personas and identified key user pain points, including delays in responding to inquiries, low lead conversion, and user frustration when searching for customer data mid-conversation. This approach laid a strong foundation for our design process, helping us target critical areas to improve the customer communication experience.

Pain Points

1

Need to convert more inquiries to leads

Users are finding that their lead conversion rate is dropping.

2

Can't access customer data and history

Users are not able to access customer data without having to navigate to another app. 

3

Hard to keep track of potential customers vs spam

Spam messages can overwhelm clients and they may miss opportunities. 

4

Business are unable to respond to customers quickly enough

Not replying to an inquiry quickly, will result in the potential client contacting someone else.

Personas

Built personas around primary user groups—small/mid-size businesses and end-users—to guide design decisions.

Sam

Problem Statement: Sam is a small business owner in the home services industry who needs to streamline customer communication into a unified platform because customers need prompt responses to their inquiries at all times.

Hypothesis: If Sam can streamline customer communication into a unified platform, then he’ll be able to respond more promptly to inquiries, meeting customer expectations for timely responses.

Emilia

Problem Statement: Emilia is an office manager at a plumbing company who needs to simplify communication management by quickly identifying high scored leads because she must respond to potential clients first.
Hypothesis: If Emily can quickly identify high-scoring leads through a simplified communication system, then she’ll be able to prioritize and respond to potential clients faster, improving the chances of winning new business. 

Jordan

Problem Statement: Jordan is a law firm owner who needs to centralize client communications because they need to be able to better manage response times and improve client satisfaction.

Hypothesis: If Jordan can centralize client communications into a single platform, then they will be able to manage response times more effectively, leading to improved client satisfaction and better overall service delivery.