Velaro: Omnichannel Platform

Context

Velaro is an enterprise SaaS platform that enables support teams to manage live chat, handle customer inquiries, and automate workflows across multiple channels. As the platform evolved, inconsistencies across legacy interfaces and new product initiatives created friction for both users and internal teams.

Key challenges included:

• Fragmented UI patterns: Legacy pages, newer components, and unaligned design efforts resulted in inconsistent workflows and visual styles.

• Complex agent workflows: Ticketing, triage, routing, and handoff processes required multiple disconnected screens, slowing support teams.

• Limited automation tools: Existing workflow builders lacked clarity, making it difficult for admins to configure rules without engineering help.

• Scalability issues: The design system needed modernization to support new features and ensure consistency across V10 and V20 tracks.

My work centered on untangling these challenges and designing clearer, more scalable workflows that balanced usability with technical constraints.

My Role

I led UX, product design, and frontend support for key areas of Velaro’s omnichannel customer engagement platform. My work focused on simplifying complex agent workflows, improving automation tools, and creating a more consistent, scalable interface across V10 and V20 product tracks.

Responsibilities

• Mapped and redesigned core agent workflows for chat handling, ticketing, and routing

• Introduced new UI patterns and component structures to improve design-to-development alignment

• Designed high-fidelity web interfaces for ticketing, dashboards, workflow automation, and user tools

• Collaborated closely with engineers to validate feasibility and refine implementation details

• Worked with product managers to clarify requirements and acceptance criteria

Solutions in Action: Driving Engagement and Efficiency

Seamless Chatbot Design

Developed a user-friendly chatbot designer that enabled businesses to build conversational flows visually, integrate AI capabilities, and preview interactions in real time. The designer integrates seamlessly with the Chat Window, allowing users to test and refine conversational flows while ensuring a consistent customer experience across channels.

Automation That Works for You

Created an intuitive workflow builder that streamlined repetitive tasks, enabling users to automate actions like customer follow-ups, data entry, and escalation handling. The builder supports dynamic configuration and real-time updates, allowing teams to customize workflows based on their specific operational needs.

Actionable Data for Better Decisions

Designed an advanced reporting dashboard that consolidated performance metrics like response times, resolution rates, and customer satisfaction. Dashboards provided real-time omnichannel insights for agents and team leaders, enabling data-driven decisions to improve customer interactions and team performance by visualizing channel-specific and consolidated metrics.

Streamlined Omnichannel Inbox

Streamlined inbox to unify customer interactions across multiple channels, including SMS, WhatsApp, and Live Chat. This provided agents with a centralized view of customer communications, reducing the need for context-switching and improving resolution times.

It furthers enhances the inbox experience with AI features, including automated sentiment analysis and smart reply suggestions. These tools empowered agents to handle interactions more efficiently by prioritizing urgent messages and providing context-aware responses.

Unified Chat Window for Customers

Redesigned the chat window to offer customers a consistent and branded experience, regardless of the channel. This improved customer trust and engagement by aligning with organizational branding while ensuring accessibility.

Designer Tools for Personalization

Developed robust customization options within the chatbot designer to allow businesses to personalize conversational experiences to meet unique customer needs. This tool empowered organizations to build bots that align with specific goals while ensuring high usability.

Results

The redesigned workflows and interfaces changed how agents and admins actually worked day to day:

• Clearer Support Workflows: Reworked ticketing, agent tools, and routing so the most common actions took fewer steps: the standard route-and-resolve flow dropped from about 9 screens to 4.

• Improved Admin Efficiency: The rebuilt automation builder gave admins a clearer model for rule creation, cutting configuration-related support tickets to engineering by roughly 30%.

• Higher Design Consistency: New UI patterns consolidated 40+ one-off components into a single reusable library, so engineering shipped updates faster with fewer visual mismatches across V10 and V20.

• Better Cross-Team Alignment: Shared prototypes, clarified acceptance criteria, and more structured design documentation helped reduce misunderstandings between design, product, and engineering.

These improvements supported the broader effort to modernize Velaro’s platform and prepare it for wider feature expansion.