The LivePerson (LP) Conversational Cloud platform relied on MANUALLY INTEGRATING third-party systems for over a decade.
Regrettably, this approach proved costly and complex, leaving LP's customers frustrated and spending valuable time waiting for professional support.
I successfully designed Integration Hub (iHub), a comprehensive platform that empowers brands to quickly explore, initiate, customize, and track all integrations on their conversational commerce journey.
My design and leadership skills ensured that LP launched this product in six months, covering cloud and embedded services.
Hats worn
🧩 Ideation 🗺️ Wireframing 👂 UX research 📝 Copywriting 🎲 Prototyping
🫰 Interaction design 🎨 UI Design 🌐 Accessibility check
Designing for convenience
The key to a successful launch was a fluid initialization of these integrations. How would existing custom integrations behave? How could we help customers stay focused and not get overwhelmed by complexity? How do we make our customers feel less anxious and frustrated? My main goal was to deliver convenience, personalization, and decision support while customers were on the go, with only partial attention to spare.
Taking a super collaborative approach, I involved engineers and leadership at every turn — ensuring everything we produced was technically viable and represented the company's and market's direction. Working across hemispheres, a big part of my approach was through system thinking, rapid prototyping, and video feedback.
Check out my quick video demo of iHub, tailored for our internal stakeholders.
Designing for scale
During my research, some patterns became clear to me that I then used to create consistent experiences using the laws of progressive disclosure. My scalable solution added a fresh approach to LP's overall product experience.
Designing Integration Hub was also an opportunity to establish defined design patterns that we could roll out to the rest of the product suite over time. Patterns involving depth, animation, and accessibility were created for this project and later absorbed into LP's design system. As I collaborated with other teams, putting myself in a horizontal role, I was exposed to fractures in our overall product experience.
Skeleton of an interface for initialization
Designing for growth
We had a tight deadline, and the need of the hour for our lean team was for me to also connect with internal stakeholders and customers and establish iHub as a must-have in their work life. This meant carefully studying their needs post-beta launch and helping to steer the product. This increased the adoption rate for iHub right from the launch date while also giving signals for further improvements.
Impact
Designers from other teams across LP started using my design language and framework. We fulfilled our primary KPIs regarding adoption, ease of initialization, and reduction in professional service hours. This was also one of my efforts to create a more collaborative working environment to reinforce the paradigm shift for the future of LP's Design Systems.