Year
2024
Role
UI/UX designer
Context
DoubleTick design task
Status
Design task (concept, not shipped)
The outcome
A multi-select chat interface that lets sellers tag, assign and mark done many chats at once.
4
challenges named from user input
3
chat actions made bulk: tag, assign, mark done
Overview
DoubleTick is a chat dashboard that sales and support teams use to handle hundreds of customer chats a day. Every action, from tagging to assigning to marking done, had to be done on one chat at a time.
DoubleTick’s chat dashboard: the list sales teams work through all day.
DISCOVER
Challenge
Design an interface that lets teams manage many chats at once, saving time and effort. Users repeated the same steps chat by chat, with no bulk actions and no clear feedback on what was selected.
The original dashboard, with my notes on what got in the way.
DEVELOP
Approach
I listened to users, named four challenges, sketched options on paper and prototyped the solution.
From what users told us, to four challenges, to one design opportunity.
DELIVER
Result
A multi-select chat interface with a dynamic action panel, clear visual feedback on what is selected, and efficiency shortcuts such as select all and quick tagging and assigning.
The redesign: select many chats, then act on all of them at once.
Key takeaway
Users repeated the same steps chat by chat, with no bulk actions and no clear feedback.
Reflection
A design task, not a shipped product, so there is no usage data.
