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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. 

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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. 

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Agent Assist Cards

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User Guides Redesign

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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.

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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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