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Flomni Chat SDK
In 4 months we launched an MVP of an omnichannel chat platform and an AI assistant. We designed the Chat SDK, notifications, tickets and support — a foundation that can grow and scale.
Goals
- Design an omnichannel chat platform for sales and support agents
- Identify and account for as many usage scenarios as possible
- Create a unified design solution that integrates into the existing UIS services
Research
In this phase we worked in two directions:
- Competitor analysis
- Customer interviews
As a result we mapped the user flows and user stories. Based on the findings we compiled a list of functional and non-functional requirements, prioritized together with the UIS product team.
Implementation
The chat platform as part of the ecosystem
We embedded the new interface into the existing dashboard while preserving its style.
Variant-driven chat interface components
We thought through the usage scenarios and designed every state, including limits and errors.
Fast search
For convenient work with data we built cross-cutting message search.
Results
- Worked through and implemented 100+ user stories for a fully functional service
- Fitted the chat platform into the existing dashboard
- Extended the design system with new elements
