Overview
Discovery
Design
Test
Handoff
Conclusion
Project
Overview
InSync.AI, a Conversational AI platform helping enterprises deploy intelligent chatbots across customer support, e-commerce, and education, partnered with us to design a no-code configuration platform that enables users to create and customize chatbots effortlessly.
The goal was to simplify a traditionally technical process, allowing teams to configure chatbot behavior, tone, and integrations through an intuitive interface. Designed for both first-time users and enterprise power users, the platform streamlines chatbot creation, reduces development dependency, and accelerates deployment across use cases.
My Role
I was responsible for understanding the different stages and features that needed to be designed as part of the complete user flow, and for creating the final product from scratch based on the defined requirements. From translating initial wireframes into a cohesive visual system to refining interactions for clarity and scalability, I led the end-to-end design process. I also managed the developer handoff, documenting design logic, interaction behavior, and UI guidelines to ensure accurate implementation and consistency across the product.
Highlights
Timeline
Discovery
Secondary Research
We began by immersing ourselves in the product space, aligning with InSync’s business goals, benchmarking similar tools, and identifying UX patterns that worked well (and didn’t). This helped us define the principles our design needed to uphold:
Semantic Intuition
Interfaces should feel familiar and let users make decisions quickly.
Clarity Over Complexity
Easy navigation and minimal complexity to avoid user overwhelm and disengagement.
SaaS Meets Simplicity
A fusion of industrial SaaS functionality and a modern, minimalistic aesthetic, despite the product being a backend solution.
Working closely with the Insync team, we mapped the product’s core user flows and structured the sprint around clusters of related features, enabling rapid prototyping while ensuring cohesion.
Design
Ideation
Through collaborative ideation sessions with the product and development teams, I refined concepts for how users could configure chatbots in a guided, step-by-step manner.
We explored multiple layout options for each feature to identify the most intuitive and efficient configuration flow, balancing usability with visual clarity.
Development
01
Clear and Confident UX
The goal was to make the experience self-explanatory without overwhelming users. We built guidance directly into the interface through placeholder text, microcopy, and smart defaults, reducing friction without overusing tooltips. This created a smoother, more intuitive self-serve experience.
02
Building for Flexibility & Scale
Even with a limited MVP (Minimum Viable Product) scope, scalability was key. We built a modular UI system with reusable components and clear patterns to keep the design consistent and adaptable as the platform grew.
03
Navigation That Mirrors Real-World Use
We organized the interface around real user journeys, grouping related tasks to mirror how customer success teams onboard and support clients. This made setup more intuitive and helped new users navigate without confusion.
Collaboration with InSync was tight throughout, quick feedback loops, regular check-ins, and shared ownership of the sprint kept everyone aligned from start to finish, making sure the design remained tightly aligned with business goals and technical requirements.
Final screens and designs
Testing
InSync.AI brought a mindset of testing fast, releasing early, and iterating with intention, something that has since shaped our own approach to design sprints. Instead of chasing pixel-perfect from day one, they encouraged progress over perfection: ship a strong foundation, gather feedback, and evolve rapidly. It was a healthy reminder that the best products aren’t static, they’re living systems that get smarter over time.
Navigation Flexibility
We replaced the top progress bar with a left-side navigation panel, allowing users to revisit or skip sections easily, improving flexibility and perceived control.
Cognitive Load & Information Density
We replaced lengthy text with info icons and used contextual examples (ghost text) to make fields self-explanatory, streamlining the experience and reducing cognitive load.
Scalability & Visual Hierarchy
We restructured the layout into a modular, scalable framework with clear visual hierarchy, ensuring that new chatbot capabilities could be added seamlessly later.
Handoff
Design Guidelines
A modular UI system and reusable components were shared as part of the handoff, helping developers maintain visual and interaction consistency across new screens and future features, without needing to reinvent layouts.
Several parameters were considered during the handoff
01
Cross-Functional Alignment
We maintained tight communication with development teams, walking them through the prototype and component logic to ensure shared understanding of functionality, interaction patterns, and intended user experience before build-out began.
02
Comprehensive UX Documentation
We provided detailed UX notes outlining the rationale behind each design decision, along with behavioral guidelines describing how elements should respond to user actions. This ensured clarity for developers and minimized ambiguity during implementation.
Challenges & Reflection
Challenges
Grasping every stage of the chatbot creation process and its purpose was initially tough, it required close collaboration to map how everything fit together.
I had to build a modular system that served the MVP now but could expand later, without overcomplicating the first release.
Turning technical chatbot configurations into an intuitive, guided experience took multiple iterations and tight feedback loops.
Reflections and Learnings
01
Design Systems are Strategic
Building the design guidelines early taught me that systems drive scalability and team alignment, not just visual consistency.
02
Small Interactions Matter
Subtle details like ghost text and info icons proved how microcopy and hierarchy can make complex workflows feel effortless.
03
Collaboration Builds Clarity
Regular check-ins with developers and stakeholders reinforced how shared understanding turns design intent into real impact.
Working with a team so invested in feedback loops and continuous improvement made this project not just a design exercise, but a genuinely collaborative build. As of 2025, the product is in active development, with future iterations rolling out based on learnings from early users, built on a flexible system we crafted together.
Let’s create something meaningful together.
rachitsinghi2001@gmail.com
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