My work at Microsoft
Currently, I am designing experiences across segments for the Microsoft Dynamics 365 product, Omnichannel for Customer Service focussing on AI and analytics. Omnichannel is a customer service platform, enabling organizations to instantly connect and engage with their customers across any digital messaging/voice channel. I have had the opportunity to design for multiple areas within the product. Some of these areas being:
AI integration and the experience around it for 'Smart Assist' which was leveraged across canvases.
Design owner for supervisor experiences and Power BI reports focussing on analytics across the platform and monitoring experiences. I had the opportunity to lead a research study and user testing studies that enabled us to design for this experience.
Agent and supervisor consult experiences for Voice and chat channel experiences.
Design owner the new information architecture, Admin sitemap and advanced settings experience. I had the opportunity to lead a research study and multiple workshops that guided our design journey and enabled us to design for this experience.