We designed and developed an Omnichannel Message Automation Platform—a powerful web-based application that enables businesses to automate and manage customer interactions across multiple communication channels, including WhatsApp, SMS, Email, and Live Chat. Our team was fully involved from concept to production, playing a dual role as product designers and developers. We implemented a user-centered approach throughout the project, ensuring the platform is not only feature-rich but also intuitive and scalable for both enterprise and mid-sized users.
- Discovery & Research
We began by understanding business goals and user needs through stakeholder interviews - Design Thinking & Ideation
Using Design Thinking, we translated insights into user personas and journey maps, leading to well-informed feature planning and UX strategies. - Wireframing & Prototyping
Low- to high-fidelity prototypes were developed using Figma, focusing on dashboard usability, message flows, and campaign automation. Usability testing was conducted to refine key interactions. - UI Design System
A custom design system was created to ensure visual consistency, accessibility, and development efficiency—optimized for a responsive, web-based environment. - Agile Development
Front-end and back-end development followed agile methodology, with close collaboration between designers and engineers to ensure seamless handoff and iteration. - Testing & Deployment
The platform underwent QA testing, performance optimization, and multi-device responsiveness checks before being deployed to a secure cloud environment.
- Cross-Channel Campaign Automation
Design, schedule, and automate campaigns across multiple platforms in a single interface. - Real-Time Analytics Dashboard
Track delivery rates, engagement, and customer responses in real-time. - Real-Time Analytics Dashboard
Track delivery rates, engagement, and customer responses in real-time. - Contact Segmentation & Tagging
Organize and target audiences efficiently with dynamic filters and tags. - Template & Workflow Builder
Drag-and-drop builder for creating message templates and automated response flows. - Multi-User Roles & Permissions
Scalable access management for teams of all sizes.
This project reflects our strength in combining user experience design, system architecture, and hands-on development to deliver a robust digital product from scratch—all tailored to help businesses communicate smarter, faster, and more effectively.
