Bold Software
Improving the experience for live chat operators
A study and proposed enhancements for the client side experience of live chat software. Fast and iterative concepting in a pre-figma era.
Client
Bold Chat
Role
Visual Designer
Skills
Visual Design, UI/UX
Platform
Client Side Web App
Background
Among the many jobs I never thought of before I was introduced to them is the “live chat operator”. Yes, I learned there is a human being behind those chat bubbles when I am frantically trying to contact customer service. And they do amazing work!
My client had studied the chat operators and shared his notes with me, including a screen recording of one of their best. We talk about empathy in the field of UX, and this was definitely a great way to be put into the user’s shoes and experience this software from her perspective.
My assignment: Come up with updated visual design, and if any user architecture concepts come to mind, take a look at those as well.
See the process
Operator Interface Design
This is what the live chat operator sees when they are working. A good chat operator can handle many chats simultaneously, with good response time, and the ability to get customers answers they want. Fast. My job was to refresh the legacy software with fresh visual design and update the UX/UI with any improvements I could think of.
Auto Answer Design
I created mockups of a new feature for mobile websites. The architecture for this process was mostly decided, but it needed visual design to become complete. This was created prior to the popularity of Figma/Sketch, so I used Adobe Illustrator.
Video Chat Design
Visual design and user experience combine for mockups of a new feature: video chat within the live chat portal. You can explore two mockups below, showing the client side and the operator side of the interface.
