Video Source: Red Dot Innovative
SellSwift is an all-in-one AI-powered solution to streamline business communications. The journey began when Red Dot Innovative's leadership, guided by client insights, recognised key challenges businesses faced in customer communication. Our vision for SellSwift was simple: make customer service seamless for everyone.
My Role
UX Design, Visual Design
The Team
UX & UI Designer (Me), Product Manager
Year
2024
Understanding the problem
Customer service teams struggle with messages from many platforms, leading to slow replies and unhappy customers. Sales agents spend too much time on simple questions, lowering focus on important tasks and hurting productivity.
Solution
We thought, what if we put all messages in one place and used Generative AI to handle simple questions so agents could focus on tougher ones? That’s how SellSwift was born. It’s a web and mobile app that helps customer service teams respond faster and stay organized.
Impact of SellSwift
When Red Dot Innovative launched SellSwift, we immediately saw the impact it had on the customer service team. They no longer had to jump between different platforms—everything was in one place. This made them more efficient and allowed them to respond faster to customers. Now, you might be wondering how we designed this solution. Let’s explore!
Image Source: Lummi.ai
Understanding business goals
As the only designer at Red Dot Innovative, I collaborated closely with internal stakeholders & customers for understanding & gather critical insights of the product.
Who are we designing for?
When I started designing SellSwift, the very first thing that need to address was understanding who are we designing for? By analysing existing user behaviour and engaging with our current customers, I find key insights about their needs.
Agents struggle with handling inquiries from various platforms
Reporting tools are disconnected, and managers find it difficult to get a unified view of key performance metrics.
Agents don’t always have access to full conversation history or customer data
Customers often experience delays, leading to frustration and negative perceptions of the company.
Market Research
To inform my design decisions, a targeted research was done. I deep dive into AI powered CRM business to understand the market standard. Through competitor research I try to understand where we can place ourselves in market of AI powered business communication platform. I found targeted companies offering similar inquiry management or customer service solutions
Mapping User Flows & IA
To design a smooth experience, I first mapped out the user flow of sales agent activity to understand how users will interact with the app.
Conceptualization Prototyping & Testing
With user flows in place, I began designing wireframes. Red Dot Innovative aimed for a quick launch, so I adjusted my process to meet time constraints. After conceptualisation, I created the first draft of designs, built prototypes, and sent them for feedback and internal QC testing.
The initial designs went through several user tests, discussions with managers, marketing and business teams to ensure we all are on one track. With the feedbacks from all stakeholders I finalise the designs.
Final Solution
Here's a detailed walkthrough of the SellSwift
Messages from multiple
channels
Different channel integration options.
Chatbot insights
Image Source: Lummi.ai
What I learn from this project?
Working with limited resources taught me how much I rely on product managers for insights, but it also made me realize the value of direct user feedback.
Simplicity is harder than it seems; getting the design just right took multiple iterations and more time than expected.
Iteration is key; the final design wasn’t perfect from the start, but refining and improving along the way was crucial.
