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GENESYS
A customer experience platform
offering cloud-based solutions for contact centers.
Their product enables businesses to manage omnichannel customer interactions — including voice, chat, email, and social
all in one unified system.
THE PROBLEM
Exceed's powerful sales automation bot could replace human sales reps by managing leads through emails and SMS, using AI to qualify leads and schedule meetings.
However, the product's UI and UX were confusing, outdated, and non-scalable.
Customers often couldn’t complete basic actions without help, and the onboarding experience felt like training for a tool, rather than exploring a product.
In parallel, Genesys needed the product to seamlessly integrate into their platform, meaning:
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Visual and functional consistency with the Genesys design system
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Two user groups: existing Exceed users and Genesys customers
Old to New Dashboard
UX DESIGN PROCESS
I redefined user flows to:
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Simplify core tasks such as creating and managing sequences
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Highlight the AI assistant's value without overwhelming the user
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Match the mental models of Genesys users, while maintaining a sense of familiarity for Exceed users
​
I created:
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New information architecture for easier navigation
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Contextual flows instead of linear, overly guided steps
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Progressive disclosure to avoid overwhelming the user upfront
THE UI PROCESS
​Full adoption of Genesys' design system and creation of new custom components where needed (e.g., sequence cards, assistant overview panels)
TOOLS USED:
Figma (with shared libraries & design tokens)
Adobe Illustrator
Jira & Confluence for specs and async reviews
.
COLLABORATIONS AND PROCESS
As the sole designer from Israel, I collaborated daily with:
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Irland-based Product designers
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Genesys and Exceeds R&D team
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AI-focused dev leads
​
I led syncs, design reviews, and async feedback loops, adapting to different time zones and team cultures.
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