LiveChat widget
livechat.com
2019/2021
Product Design
livechat.com
2019/2021
Product Design
Introduction
LiveChat widget is an essential part of the product as it's exposed to a vast number of daily users. Iframe products are becoming much more than just chat tools nowadays. The new situation results in countless challenges for product teams. This presentation is the overview of many projects that I've done, or I'm currently working on at LiveChat. I am responsible for designing user experience and interactions, seeking solutions to specific problems in the widget. Besides the end-user experiences, I am working on the widget design system.
Introduction
LiveChat widget is an essential part of the product as it's exposed to a vast number of daily users. Iframe products are becoming much more than just chat tools nowadays. The new situation results in countless challenges for product teams. This presentation is the overview of many projects that I've done, or I'm currently working on at LiveChat. I am responsible for designing user experience and interactions, seeking solutions to specific problems in the widget. Besides the end-user experiences, I am working on the widget design system.
Introduction
LiveChat widget is an essential part of the product as it's exposed to a vast number of daily users. Iframe products are becoming much more than just chat tools nowadays. The new situation results in countless challenges for product teams. This presentation is the overview of many projects that I've done, or I'm currently working on at LiveChat. I am responsible for designing user experience and interactions, seeking solutions to specific problems in the widget. Besides the end-user experiences, I am working on the widget design system.
Introduction
LiveChat widget is an essential part of the product as it's exposed to a vast number of daily users. Iframe products are becoming much more than just chat tools nowadays. The new situation results in countless challenges for product teams. This presentation is the overview of many projects that I've done, or I'm currently working on at LiveChat. I am responsible for designing user experience and interactions, seeking solutions to specific problems in the widget. Besides the end-user experiences, I am working on the widget design system.
Who are the users?
There is a broad spectrum of LiveChat widget end-users (in December 2020, LiveChat crossed the milestone of 2 000 000 chats a day). IT & Software industry generates the most significant traffic (23% of total daily conversations).
User's problems
Since I want to focus on the end-user perspective in this presentation, I will list problems that concern that particular group. The most popular issues are:
Availability transparency,
Long response time of an agent,
Staying in the loop.
Performance over preferences
Customers can apply their brand colors to their chat widget, and the widget UI will adapt to those changes with accessibility as a priority. We're using a js library called "polished" to calculate good contrasts for the interface elements. Of course, we are not forcing a specific color combination. If a customer is not satisfied with provided defaults, they can also set up a custom color scheme.
Performance over preferences
Customers can apply their brand colors to their chat widget, and the widget UI will adapt to those changes with accessibility as a priority. We're using a js library called "polished" to calculate good contrasts for the interface elements. Of course, we are not forcing a specific color combination. If a customer is not satisfied with provided defaults, they can also set up a custom color scheme.
Performance over preferences
Customers can apply their brand colors to their chat widget, and the widget UI will adapt to those changes with accessibility as a priority. We're using a js library called "polished" to calculate good contrasts for the interface elements. Of course, we are not forcing a specific color combination. If a customer is not satisfied with provided defaults, they can also set up a custom color scheme.
Performance over preferences
Customers can apply their brand colors to their chat widget, and the widget UI will adapt to those changes with accessibility as a priority. We're using a js library called "polished" to calculate good contrasts for the interface elements. Of course, we are not forcing a specific color combination. If a customer is not satisfied with provided defaults, they can also set up a custom color scheme.
More than a chat tool
Iframe products are gaining more functionalities these days, and this trend naturally affects my work at Livechat. I designed integrations with products like KnowledgeBase or Mailchimp. These integrations are not directly related to chat, but the fact that many customers still use them at LiveChat proves that there is room for non-chat products that utilize iframe technology.
More than a chat tool
Iframe products are gaining more functionalities these days, and this trend naturally affects my work at Livechat. I designed integrations with products like KnowledgeBase or Mailchimp. These integrations are not directly related to chat, but the fact that many customers still use them at LiveChat proves that there is room for non-chat products that utilize iframe technology.
More than a chat tool
Iframe products are gaining more functionalities these days, and this trend naturally affects my work at Livechat. I designed integrations with products like KnowledgeBase or Mailchimp. These integrations are not directly related to chat, but the fact that many customers still use them at LiveChat proves that there is room for non-chat products that utilize iframe technology.
More than a chat tool
Iframe products are gaining more functionalities these days, and this trend naturally affects my work at Livechat. I designed integrations with products like KnowledgeBase or Mailchimp. These integrations are not directly related to chat, but the fact that many customers still use them at LiveChat proves that there is room for non-chat products that utilize iframe technology.
Catching up with customer's needs
Asynchronous communication became a standard amongst business chat communicators, and LiveChat needed to catch up with ongoing customer's needs. I took part in designing solutions that help communicate asynchronously between end-user and customer. My role in this project was to cover user paths in the widget.
Catching up with customer's needs
Asynchronous communication became a standard amongst business chat communicators, and LiveChat needed to catch up with ongoing customer's needs. I took part in designing solutions that help communicate asynchronously between end-user and customer. My role in this project was to cover user paths in the widget.
Catching up with customer's needs
Asynchronous communication became a standard amongst business chat communicators, and LiveChat needed to catch up with ongoing customer's needs. I took part in designing solutions that help communicate asynchronously between end-user and customer. My role in this project was to cover user paths in the widget.
Catching up with customer's needs
Asynchronous communication became a standard amongst business chat communicators, and LiveChat needed to catch up with ongoing customer's needs. I took part in designing solutions that help communicate asynchronously between end-user and customer. My role in this project was to cover user paths in the widget.
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