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GCX Now

Major UX Design Initiative

Project TL:DR

A major initiative aimed at capturing SMB customers and providing an experience that aligns needs and enhances their customer success needs

Tools Used

Figma, FigJam, User Testing and Miro

My Role

Product Designer

Timeline

6 to 7 Months

Key Takeaways

Working on GCX Now, was the first project I worked on within Genesys where I was a member of a design team rather than the individual designer. from collaborating, presenting to senior stakeholders, digesting and leading research initiatives, I learned a lot during my time spent designing the GCX Now solution

User-Centric Design Champion

GCX Now presented a unique opportunity to champion user-centric design while collaborating with a talented team. Throughout the project I conducted and supported unmoderated usability tests and moderated note-taking sessions, in order to gain deep insights into the needs and limitations of SMB users on the Genesys Cloud platform.

These insights directly informed my ideation and iterative design process, ultimately resulting in visual designs that were user-friendly, intuitive, and catered to the specific requirements of this audience.

Working alongside other designers fostered productive discussions and helped refine our user-centric approach, ensuring the final product truly addressed the needs of our target audience.

Adapability Under Pressure

GCX Now wasn't without its challenges. Changing project direction and tight deadlines demanded exceptional adaptability. To navigate these hurdles, I actively sought clarification from stakeholders and prioritized tasks effectively.

Despite the constraints, I delivered high-fidelity prototypes that effectively communicated the user experience and facilitated productive stakeholder feedback. This experience solidified my ability to thrive in dynamic environments and deliver results even under pressure.

Communication & Teamwork Symphony

As a firm believer in clear communication and effective teamwork, I maintained consistent communication with team members throughout the GCX Now project.

This involved regular meetings, both daily and weekly, and ensuring all design decisions were transparent and well-documented. Through open communication and a willingness to listen and learn from each other, we devised a solution that satisfied both user needs and technical constraints.