These static samples are from a Figma slide deck showcasing my work journey up to 2025, highlighting aspects of UX work and management process retrospective at Netomi, while leading a UX team involved in Conversational AI.

Bonus: Infographic link from “Competitor Review” page - agentdesk-interaction-handoff

What’s not included?:
Work samples cannot be included due to NDA. A legal notice is included in the last slide.

The “OPS”, or Ontario Public Service, is a division of the Ontario provincial government, providing services directly to its citizens. To help fulfill that role, employees rely upon an internal web portal for ordering products and services... In essence, an internalized “Amazon” previously known as SODO (Service Order Desk Online).

Insight Tarot represents a passion project of mine, and stems from a personal interest in divination, esoteric knowledge and ancient symbolism.

Having tested many mobile and desktop apps related to Tarot, iChing and the like, I started mapping out the app’s key features and how it could be monetized. With that foundation in hand, I began to block out all of the UX and testing it with users for refinement. Once I was happy with the overall direction, I started to build out the style guide and high-definition mocks for selling to potential investors / partners.

Some UI visual aspects are still in flux. And once development ramps up, I’ll be personally designing all 78 cards.

Genesys has created their first suite of advanced communication tools designed to enhance 3rd party websites. Referred to as "widgets", these features, such as Chat, can be accessed from a sidebar add-on.

Rather than examine the whole product in detail (we all know what chat is, and there's a detailed PDF deck for that) I'd rather focus on the addition of a new feature -- Adding a Send button to Chat

When I was assigned to the Genesys Widgets product, it was already underway with development from a base UI concept. My job, in several areas, was to further the UI and build UX flows for new features. In examination of the original specs, we (product, management and myself) felt that Chat was lacking a Send button, a feature of many popular chat apps.

Before any flows were built, I started by searching for any other chat applications we had, and reviewed 3rd party chat apps in detail. From there, several low and high fidelity flow documents were generated in Sketch. After careful review, the top prospects were turned into desktop and mobile interactive presentations using MarvelApp (similar to the equally popular InVision) and provided for user testing.

My previous employer, Genesys Labs, provides software support for call centre operations.

At Genesys, we were not only involved in moving call centre software from on-premise to the web, we were constantly trying to push the envelope by getting dashboard notifications onto cutting-edge mobile platforms.

At bottom, I explored miniature widgets on the Samsung smartwatch, based closely on the Genesys dashboards / current UI. 

At middle, I adapted Genesys widgets to Google Glass.

At top, working with the Motorola smartwatch, our KPI and Alert notificaions really began to tighten up.

Genesys required an easy to use weekly appointment scheduler for mobile and desktop applications. Focus should emphasized towards the time blocks, and not a large calendar.

After careful review of existing calendar and scheduling capabilities within current Genesys products, and in consultation with the PM, other UX team members and development, I worked towards this final scheduling concept.

Customers can configure either a 5 day (work week) or 7 day (full week) day range as standard, or go to a maximum of 14 days.

Time increments for scheduling are expressed in blocks of 15 minutes. The minimum block increment would be 5 minutes, while the maximum is 1 hour.

When a day or time is no longer available due to another scheduling it, that item will auto-update and ghost out.

The desktop version has a bit more flexibility in time display. Customers can configure a tabbed AM/PM or Morning/Afternoon/Evening scenario, or disable time tabs, adding the AM PM designation to the end of the time display. Which scenario you choose tends to depend on the number of incremental times you plan to offer your customers.

Future scenarios may be designed to offer multiple bookings within the same time slots.

Genesys has produced many Voice-based UI plug-ins, customized for different types of Agent-related software. Regardless of the exact platform, the base voice functionality is similar... allow an Agent to call out and/or receive incoming voice calls from a customer, providing all interactive functionality and tracking of that call, whenever possible.

As Genesys moves into multi-channel support, voice-only focus is rather limiting. so a redesign of the various plugins, or bars, was requested.

The interaction bar we're looking at today was produced to plug into existing Oracle software, and can tie in to other areas of the primary app (not explored here today). Many of the changes made from the original design (bottom of page) are significant: I have added in multi-channel support, multi-status support, multi-interaction display, simplified/grouped controls (customized to each channel), and more.

A custom set of emoticons designed for any/all forms of Genesys Chat application.

Prior to design work commencing, I examined many styles from the most popular chat applications, along with considerations of our own UI and past iconography I've been involved in, while working for Genesys.

A careful review of the most predominant emotional expressions across a broad range of chat applications was done, along with mapping all keyboard commands for invocation.