Designing a customer experience analytics platform at Chattermill
Lead Product Designer, 2021 - 2024
Chattermill is a company that specializes in customer experience analytics, leveraging artificial intelligence and machine learning to help businesses understand and act on customer feedback. By integrating data from various customer touchpoints, Chattermill provides deep insights into customer sentiment, allowing companies to enhance their products, services, and overall customer satisfaction.
I joined Chattermill as a Lead Designer, with the goal of helping the company grow its business revenue. During my time, I collaborated closely with product managers, software engineers, data scientists, and various business functions to drive numerous initiatives. My key responsibilities included: Design Leadership, UX Strategy, User Research and Product Design.
At Chattermill, I led the design of a Generative AI solution that reshaped how enterprise clients interact with customer feedback. The initiative began as a hackathon experiment — and within quarters, became a flagship product driving retention, new revenue, and strategic differentiation.My efforts helped support Chattermill’s $26M Series B round, and directly contributed to a 200% increase in pipeline in 2022.
Analytics insights assistant
Challenge
Despite Chattermill’s powerful analytics, usage gaps and tool fatigue had emerged:
- Engagement was low among casual users unfamiliar with data tools.
- Some enterprise clients were evaluating competitors, citing usability gaps.
- Insights were hard to extract without expert guidance.
We needed a Copilot — something fast, intuitive, and trusted.
Objectives
- Increase daily engagement across all user tiers.
- Deliver AI-driven insights that are accurate, visual, and actionable.
- Create a trustworthy, guided experience through a conversational interface.
This work leveraged my strengths in UX strategy, prototyping, and AI design thinking, highlighted throughout my career.
Anomaly and alerts monitor
Approach
🧠 Research & Concept Validation
- Ran co-creation workshops with customer-facing teams.
- Mapped user goals, pain points, and expectations with JTBD frameworks.
- Prototyped 3 experiences: chart summarization, smart search, and AI chat.
💡 Design Iterations
- Built a modular UI that starts with curated topics and use cases.
- Combined natural language search with real-time chart generation.
- Designed a trust layer with numerical backing and visualized data sources.
🔄 Testing & Feedback
- User testing showed preference for blended search + chat interfaces.
- Users wanted drill-down control, not just generic suggestions.
- Engagement improved when insights were framed in simple, clear narratives.
Theme structure management
Solution
- A unified interface that feels calm, structured, and purposeful.
- Customizable data analysis options for deeper insights and sharing.
- Search experience enhanced with conversational UI and real-time results.
Chattermill's product design system
Impact
- 📊 30+ critical accounts renewed after interacting with Copilot.
- 🚀 200+ qualified leads generated via launch events.
- 🔁 18% increase in engagement from previously inactive users.
- 🧠 13% rise in shareable, AI-generated content output.
These outcomes were a result of holistic UX strategy—from research to design systems—deeply aligned with business objectives.
AI Copilot's user experience
