My debut project at Ubiquiti involved architecting the software for their new telecommunications hardware. As the lead designer, I crafted both the web platform for phone provisioning/administration and the phone screens' user experience. With no previous work or design research, it was an exciting opportunity to build a comprehensive platform from scratch.
Develop Platform, Benchmark VOIP
Communication, Messaging, Contact
I conducted interviews with several VoIP professionals to gather insights on B2B integration and best practices. Following this, we set up a lab featuring competitor products and developed a detailed rubric to evaluate their quality, ease of use, and setup process. We also assessed finer details, including sound chimes, ergonomics, and charging indicators, to ensure a thorough analysis.
Ubiquiti previously followed a developer-led design approach, lacking the incorporation of essential tools such as personas, user journeys, and empathy maps. My role involved championing these UX tools and educating both teams and leadership about their significant value.
ADVANCED TOUCH
The Talk Touch Phones are built around an android platform and a screen that incorporates touch and gesture interactions. In the example provided to the left, to confirm potentially destructive actions, we used swipe interactions as a secondary level of confirmation.
SPEECH TO TEXT
To keep up with expectations set through mobile phone experiences, we included speech to text features such as voicemail transcription.
CONFERENCE CALLING
Around the time we launched our Beta, Covid-19 was widespread and remote working and conference calls were becoming more important to the average workforce. So we put considerable effort in creating a conference calling experience for our users.
AUTO ATTENDANT
In call centers and larger enterprises, effectively organizing your auto attendant is a crucial capability for management. Our design prioritizes visual clarity, impactfulness, and intuitive navigation through hierarchies and connections.
The UniFi Talk Dashboard is a centralized place for managers to view their call overviews, call log, subscription information, and track the quality of call experience.
The device management page allows the ability to assign phones to different networks and users. On the right side; the property panel allows the manager to view more in depth details on the phones to reduce noise on the main page.
The setup flow is one of the first impressions the users will have of UniFi Talk, so our policy was to put our best foot forward and use animation and clear wayfinding and a simple setup to set a positive precedence for the platform.
I directed playful hero images for UniFi Talk, filling gaps left by hardware visuals. This minimalist approach broadens the brand's style and simplifies hardware representation for future-proofing.
In an effort to reduce clutter within the UI, I designed the icons to be able to be quickly scanned, with icons and colors that represent the different statuses and directions of the phone traffic and device details.
Measuring UniFi Talk success through phone sales, subscriptions, and growing NPS scores. We track user feedback in forums and use slackbots to relay reviews, maintaining a pulse on brand perception. As the lead designer for three years, it's been a privilege and a learning experience in telecom product design.
