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Softchat was created as a concept app aimed at improving the customer support experience for people who had purchased products from the company. The idea was to offer a quick and efficient mobile channel where users could resolve questions through chat and access clear statistics about their support requests.
To establish a strong foundation for the app, I started with competitor analysis focused on well-known messaging tools. This helped identify which patterns users already understood and which features would support quick problem resolution.
To complement this research, I created a primary persona based on survey responses, clarifying:
• The target audience’s expectations
• Their preferred communication style
• Their frustrations with existing support channels
• What “quick and efficient support” meant from a user perspective
This combination of insights defined the direction of the concept.
Because this was a simple, goal-oriented app, the experience needed to be straightforward. I explored the core flow from opening the app to initiating a chat and tracking support status. This helped identify essential elements such as:
• Clear entry points to start a conversation
• A predictable chat experience based on familiar apps
• A lightweight overview of ticket status
• A minimal interaction cost for busy users
The flow was intentionally kept clean and direct to avoid any unnecessary friction.
To validate the concept quickly, I created low-fidelity sketches and presented them to team members and selected clients. Since the app had a clear objective, the main concept was approved early on.
The chosen direction relied heavily on familiarity. Using common chat paradigms from apps like Facebook Messenger and WhatsApp allowed us to:
• Reduce cognitive load
• Increase user confidence
• Make adoption almost effortless
These sketches became the foundation for the interface.
Once the structure was approved, I moved into designing the final UI for mobile. The visual approach focused on:
• Clean and modern components
• Familiar chat interactions
• A simple hierarchy that reflected key priorities
• Easy access to ongoing and past support tickets
This was one of my first mobile designs from scratch, and it allowed me to explore mobile-specific guidelines, spacing systems, touch targets and platform conventions.
Designing Softchat was a valuable experience that helped me understand:
• How mobile UX differs from desktop environments
• The importance of familiarity when building communication tools
• How to apply platform guidelines to create intuitive interactions
• How to balance creativity with usability expectations
• How to validate ideas quickly with both the team and clients
Overall, it was a rewarding and creatively open project that strengthened my foundation in mobile product design.
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