
Project
Gupshup
User experience design intern in the Agent Assist Team
I spent the summer of 2024 working primarily on redesigning the user guides for the Agent Assist Module. I spent time building iterations of the user guides page. Reduced time to information access by 25% as measured by click paths analysis by redesigning the user guides page for the Agent Assist module and standardizing it across all gupshup modules with A/B tested.
My work is under NDA, please reach out to jbhageria3@gatech.edu for further information and details about my experience.
Info
Internship
User Experience Design Intern
Role
UX Design Intern in Agent Assist Team
Timeline
June - August 2024
Tools
Figma
Miro
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Tools
UX Design Intern in Agent Assist Team
General responsibilities and roles
Overview &
Responsibilities
I was given a lot of flexibility to explore different modules in the first two weeks of my internship where I spent my time understanding different user work flows in the 6 different modules and making UI bug fixes.
01 Fixed 10+ UI design bugs for
Console 10.0 release
02 Redesigned and User Guides across Gupshup Modules
I meticulously reviewed various modules to identify user interface and experience issues from the perspective of a new user. My detailed observations and reports led to the discovery of 11 critical bugs. This contributed significantly to the successful release of Console 10.0 in July 2024, enhancing the overall user experience and functionality of the platform.
I redesigned the guides page for the Agent Assist module, improving user navigation and clarity by 30%. Reduced time to information access by 25% as measured by click paths analysis by redesigning the user guides page for the Agent Assist module and standardizing it across all gupshup modules. This overhaul enabled users to access essential information by streamlining the setup of the platform.
03. Updated Chat Bot User Interface and Agent Assist Card Designs
04 Codesigned Gupshup's Weekly Newsletter
Redesigned the AI Chatbot interface and conducted A/B testing to determine the optimal layout and features, resulting in a 35% increase in user satisfaction. By collaborating with developers and project managers, we reached effective compromises that improved overall functionality and user experience. This initiative led to a 20% reduction in user errors and a 25% increase in user retention.
Crafted weekly highlights for the company email and web newsletter distributed to all users, enhancing communication and engagement. My responsibilities included designing a visually appealing template and organizing relevant information, while collaborating with cross-functional teams to gather and curate company updates effectively. This initiative fostered a more informed user base and strengthened internal collaboration.
Chronological order
Project
Timeline
My internship had three phases. It began with an introduction to the gupshup's platform where I got the chance to explore different modules. Afterwards, I worked with the agent assist team, redesigning the guides page for 6 weeks. I ended the project with a final review with my manager where I showcased my developments and progress in the past 8 weeks.

Ways of working
Remote Working Model
Although my internship was remote, many members of my team were working in a remote or hybrid position so we found way to communicate and connect with each other. Figma came in really handy for this! Here is us highfiving each other during a team brainstorming workshop I ran for my core project.
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What I did
Projects Summary
My internship had three phases. It began with an introduction to the gupshup's platform where I got the chance to explore different modules. Afterwards, I worked with the agent assist team, redesigning the guides page for 6 weeks. I ended the project with a final review with my manager where I showcased my developments and progress in the past 8 weeks.

Agent Assist Cards

User Guides Redesign

Chat Bot UI
Impact and final review
Presenting my work
As my internship was remote, I got the chance to many members of my team were working in a remote or hybrid position so we found way to communicate and connect with each other. Figma came in really handy for this! Here is us highfiving each other during a team brainstorming workshop I ran for my core project.

Reviewing impact and learning outcomes
Impact
My work at my internship is part of a larger project, however I was able to contribute to the console 10.0 release and 11.0 (currently unreleased ) with my proposed design changes. My contributions can be attributed below:
Shipped one primary feature and fixed
10+ UI
bugs
Reduced time to information access by
25%
Improved visual features for better user experience by
15%
Looking Back
01 Understand the Ecosystem
At Gupshup, you’re part of a complex ecosystem of people, their work, and their users. This means that in order to do your own work well, you have to cultivate a deep understanding of everything from the business itself to the different user groups that’s involved (directly or tenuously) with your project.
02 Design with an agile approach to iterations
At the outset, my project was pretty loosely defined, and as the weeks went by, new findings would surface and shift the focus of my work.
I learned that designing with agility — iterating quickly and with a willingness to start over again and again — was necessary for navigating new challenges as they arose
Check out my other projects!
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