kare knowledgeware

Transforming a UK based CX startup's design vision

About the client

kare (formerly known as Gluru) is a CX self-service automation platform. The award-winning automated chatbot product is developed by kare knowledgeware. The UK based startup provides automation service to various clients such as British Gas Lite, Aegon and GSK.

My role

I joined the kare team as a contractor product designer in September 2018. I was the first UI focused product designer the company hired. My role was to investigate and report on the design debt, introduce a design system, and iterate on UX/UI solutions for the long term.

Sep 2018 — Dec 2019

Services

Design System
Product Design
UX/UI Design
Web Design
Illustration

Design System
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The AI chatbot landscape has grown huge in the past years and kare was striving to establish a permanent position amongst the competition. I worked with kare to achieve this goal by providing a user-friendly end-to-end user experience to a demanding clientele.

My first task was to do a thorough examination of the product elements and build a library of reusable design components. Inspecting on the previously developed assets, reviewing the inconsistencies and unifying parts of the components, I introduced a design system that will work as a guideline for all of the product team. The ever-growing and renewing kare design system helped the product team experiment quickly with new prototypes and reduced development time significantly.

Components of kare design system

Tools

Sketch
Invision
Principle
Illustrator

UX/UI Design
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The cutting edge technology kare has developed for easy customer service required a design revamp. Working closely with the product manager and the frontend development team, we laid out a roadmap for the product.

During the 14 months I worked at kare, I worked arm-in-arm with the Head of Product to revamp the design of individual sections of the product with the iteration process in mind. To achieve our goal we did a yearly plan and prioritized which sections needed immediate action.

We focused on a single page at a time and revamped all of the UX flows and UI designs according to the plan by doing research, wireframing, prototyping and user testing. We repeated the iteration process until we were happy with the results.

Widget user flows

User interface design for kare dashboard and widget

kare Website

In July 2019, it was time for the kare product to go live for the public. As the sales strategy evolved, organic onboarding was the next big milestone. Consequently, a brand new corporate website became a top priority.

The product design team took the responsibility of creating a unified experience for both the visitors and possible new clients. The website was developed on Wordpress and was integrated with the product. The website is fully responsive and works perfectly on all devices.

As well as doing UX and UI design for this project, I also did the vector illustrations for the website.

www.karehq.com