Role
Product designer
Tools
Sketch, Abstract
Duration
2020 | 1 year
Platform
Desktop, IOS, Android
Overview
Product
OneReach is a B2B platform serving medium and large enterprises such as PepsiCo, Nike, Unilever, and DHL. It is a no-code/low-code solution for building and managing conversational AI experiences.
Role
Led design across multiple product initiatives, including RWC (Rich Web Chat), SSML, and HiTL (Human-in-the-Loop), each functioning as an independent product stream.
Owned end-to-end UX and UI design, collaborating closely with product owners and engineering teams to define requirements, align on priorities, and drive delivery.
Facilitated stakeholder communication by proactively gathering input, sharing progress, and incorporating feedback throughout the design process.
Developed frameworks, prototypes, and design principles to guide decision-making, improve consistency, and scale solutions across the platform.
RWC project
Team
Product designer (solo)
Product owner
4x developers
QA engineer
About
Reach Web Chat is a key conversational channel within the platform, supporting both client-side configuration and end-user interactions. The project focused on expanding chat capabilities and enhancing flexibility across use cases.
⚡️ Challenge: Expand chat functionality by introducing scalable components and improving flexibility across user scenarios
Research
• Conducted competitive analysis to identify patterns and opportunities for feature expansion
• Evaluated existing system constraints and reusable components to inform scalable design decisions
• Aligned business goals with user needs to define clear product direction
😱 Problem: Heavy load on operators and employees
Process
Collaborated closely with product and engineering teams to align on requirements and ensure technical feasibility.
Identified constraints early and worked with engineers to define practical solutions, reducing implementation risks.
Facilitated ongoing feedback through stakeholder reviews and design iterations to continuously improve the experience.
Gather information
Discussion and prioritization
Design and implementation
Testing, validation, iterations
Components
Example of a step template for end-user
Push notifications for RWC (IOS&Android)
User testing (Push notifications for RWC, IOS)
SSML project
Team
Product designer (solo)
Product owner
2x developers
QA engineer
About
Designed features leveraging Speech Synthesis Markup Language (SSML) to enable precise control over text-to-speech output, including pitch, pronunciation, speaking rate, and volume.
⚡️ Challenge: Enable intuitive creation and management of voice-based conversational experiences within the platform
Research
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Explored competitors and adjacent solutions in voice and conversational AI
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Analyzed system constraints and identified opportunities within the existing platform architecture
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Identified reusable flows and components to support scalable implementation
Process
Partnered closely with engineering to validate feasibility and integrate technical constraints into the design process.
Proposed solutions to address limitations and ensure a seamless user experience across voice interactions.
Iterated based on stakeholder and engineering feedback to refine usability and functionality.
HiTL project
Team
2x product designers (mobile&desktop)
Product owner
5x developers
2x QA engineers
About
Designed a human-in-the-loop system enabling customer service agents to collaborate with AI in real time.
The solution allows agents to access recommendations, review conversation history, and intervene in automated interactions - improving efficiency while maintaining human oversight for quality control and AI training.
⚡️ Challenge: Design and deliver a mobile experience that enables efficient human-AI collaboration in real time
Process
Collaborated with cross-functional teams to balance usability, performance, and platform consistency across mobile and desktop experiences.
Worked closely with engineers to identify technical constraints and define scalable solutions.
Established continuous feedback loops through design critiques and stakeholder reviews to ensure alignment and quality.
HiTL screens examples
Learnings & Takeaways
Through my work at OneReach, I partnered with clients to optimize their workflows, driving measurable improvements in customer service outcomes.
This experience strengthened my ability to lead complex, high-tech initiatives, proactively identify knowledge gaps, and incorporate stakeholder feedback effectively. I also collaborated cross-functionally with multiple teams to ensure alignment and successful delivery.