Care

Three questions for the project team

What was the particular challenge of the project from a UX point of view?
The challenge for the entire team, especially the designers working on Care, was the tight timeframe of only four months to build the tool from scratch. Collaborating across product, design, and tech leads, we aimed to create a competitive product without copying others. Our goal was to deliver an MVP with core functionalities that seamlessly integrated with other suite tools. With multiple user roles, workflows, and APIs (internal and external) with limitations, it was a complex endeavor. To ensure the best user experience, we closely collaborated with the DesignOps team, enriching our Design system with new components.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
Joining the project just two months before the MVP release, I had the opportunity to contribute to the remaining decisions and fill in the gaps. Bringing a fresh perspective, my goal was to understand the product and introduce valuable UX practices. I wasn't hesitant to ask questions, which led to compromises between tech and product/UX, ultimately enhancing the user experience. My process involved thorough research to support the outcomes I proposed. However, I must admit that initially, I faced challenges when it came to the backend architecture, which sparked heated discussions with the tech team. Nevertheless, we managed to find a way to collaborate effectively and appreciate each other's viewpoints, overcoming this obstacle.

Where do you see yourself and the project in the next five years?
I strongly believe that Care, along with the entire Emplifi product, will undergo remarkable growth thanks to the dedicated efforts of our team. We have ambitious plans for Care, aiming to transform it into a world-class omnichannel solution tailored for enterprise support teams while still providing a user-friendly experience for smaller teams. My future may seem uncertain as an ex-pat, but I intend to remain part of this exceptional team of professionals and remarkable individuals. My role as a product designer fulfills me in every way. Working on a completely new product is truly exciting, and I am passionate about continuing to contribute to the development of Care. The reason is simple: I care.