Designing a modern omni-channel B2C communication solution.

Increase

in enterprise customers

Contributions

Product Design, Web Design, Visual Design

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Project overview

One Route provides omni-channel business to customer communication solutions for modern support, sales and marketing. It simplifies customer support, verification and engagement across all digital channels for your business.

The goal was to improve how businesses manage customer communication across multiple channels.

My role

I worked on this product as a product designer on the team alongside the product lead — focusing on refining the user experience, improving visual design consistency, and translating product requirements into scalable design systems.

To design an improved web and app experience that aligned with both product goals and user needs.

The problem

Fragmented channels: Businesses had to juggle customer messages across Twitter, WhatsApp, Instagram, and email.
No unified dashboard: Teams couldn’t view or manage all conversations in one place.
Slow response times: Switching between platforms made it harder to respond quickly and track context.
Inconsistent customer experience: Different team members handled chats differently, leading to confusion and missed opportunities.
Lack of insights: Without centralized data, businesses couldn’t analyze performance or improve communication efficiency.

Fragmented customer communication across multiple platforms.

Impact

Centralized platform: Enabled over 200+ enterprise businesses to manage customer communication from a single dashboard.
High engagement volume: Facilitated more than 100,000 conversations across multiple channels, improving overall responsiveness.
Customer reach: Helped businesses collectively connect with over 100,000 customers, strengthening brand relationships.
Improved efficiency: Reduced context switching and simplified multi-channel management for support and marketing teams.
Scalable system: Provided a design foundation that could support future growth and integrations across additional communication platforms.