LivePerson
Consumer Experiences
Aurora Messaging Window
+ CTACs + Admin Builder
Redesigned the web chat window and window admin UX and UI through research and testing with B2B and B2B2C real users and customers of F500 companies globally, touching over 1B+ users. It was a success!
TEAM:1 Principal UX Designer | 2 Project Managers
| 6-9 Developers
Problem
LivePerson’s existing web chat interface and administrative tools faced significant challenges in usability and scalability, especially for its enterprise-grade customers, including Fortune 500 companies. The user experience (UX) lacked modern design principles, hindering effective communication and engagement in B2B and B2B2C contexts. Additionally, the administrative configuration tools were inefficient, complicating deployment and management for enterprise clients operating at scale.
Solution
A multidisciplinary team consisting of one Principal UX Designer, two Project Managers, and six to nine Developers executed a complete redesign of the Aurora messaging window and CTACs admin builder. The team conducted extensive research and usability testing with Fortune 500 representatives, ensuring updated solutions addressed customer-facing and administrative needs. Key improvements included optimizing scalability, enhancing customization, and streamlining admin workflows.
Impact
The redesigned tools enhanced satisfaction and operational efficiency, delivering measurable results for LivePerson’s global clientele. Supporting over 1 billion users worldwide, the intuitive and scalable design improved engagement and retention for consumer interactions while reducing enterprise administrative overhead. This initiative demonstrated the value of user-centric design in enterprise software solutions.
Engagement and Messaging Creative Process
Engagement
Window – Final
Admin Engagement Window Builder
+ CTACs
Admin Engagement Window Builder
— Final
