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A major initiative aimed at streamlining customers switching between multiple Genesys Cloud accounts within the platform. This initiaive being the first step at capturing high value, very large enterprise clients whose customer sucess needs span multiple regions and contact centers.
Figma, FigJam, Maze and Miro
Product Designer (Member of a larger design team)
1 year
The Organization Switcher project marked a significant milestone in my career at Genesys, where I collaborated with two other designers to solve a complex user experience challenge. This project demonstrated the importance of balancing user needs with technical constraints while working within a larger design team to improve account management and licensing workflows.
The Organization Switcher project required deep understanding of how administrators manage multiple Genesys Cloud accounts. Through extensive user research, including moderated sessions with administrators and stakeholders, we uncovered critical pain points in account switching and license management workflows.
Working alongside two other designers, I helped translate these insights into an intuitive in-product solution that streamlined account management. Our collaborative approach enabled us to explore multiple design directions while maintaining focus on administrator efficiency and reducing cognitive load.
Technical limitations posed significant challenges to our design vision, particularly around authentication and account state management. Rather than compromise on user experience, we adapted our approach through multiple iterations, working closely with engineering teams to find creative solutions within platform constraints.
The project demanded careful balance between business goals (improving license purchasing) and user needs (efficient account management). Through rapid prototyping and constant iteration, we developed solutions that satisfied both requirements while working within technical boundaries.
Success in this project hinged on seamless coordination between three designers, engineering teams, and business stakeholders. I helped facilitate regular design critiques and feedback sessions, ensuring our team maintained alignment while moving quickly.
Documentation played a crucial role, as we needed to clearly communicate complex user flows and technical requirements. By maintaining transparent communication channels and detailed design documentation, we successfully delivered a solution that improved both the administrator experience and business outcomes.