Product Overview: Led research and design for a unified chat support platform serving Charter’s repair and billing teams across B2B and B2C customers. Directed mixed-methods studies, partnered with external AI vendors, and created new workflows to streamline agent-led handoffs, improve chatbot transitions, and reduce customer frustration with automation.

Role & Timeline: Lead Researcher & Designer, 2024–2025. Led research, collaborated with designers and external AI vendor teams, and designed chat workflows for Charter’s customer support platform

Team: Multi-disciplinary: UX, product, engineering, and third-party AI developers

Charter charged our team with examining the chatbot transition process and partnering with third-party AI developers. Customer frustration with automated chat responses was rising due to inconsistent workflows and communication gaps. Our challenge was to reduce friction and enhance transparency in agent-led interactions and address ambiguity in existing UI elements.

The project began with scenario-based usability studies involving twelve agents and leads. These tests provided insights into everyday pain points and opportunities for improvement. I worked side-by-side with UX and product teams to rapidly iterate prototype designs and collaborated with AI developers to evaluate and refine chatbot handoff mechanisms. Our process emphasized both quantitative metrics and qualitative feedback, fully embedding user needs into technical solutions.

Centralizing queue management and streamlining lead assist requests made the escalation process clearer and faster for agents and leads. Improved UI clarity and larger touch targets empowered users to resolve issues with fewer steps. Key enhancements to chatbot transitions and in-platform surveys resulted in higher satisfaction scores and a more seamless support experience for both business and consumer users.

We delivered a single chat-and-lead support module with intelligent routing and consolidated forms, enabling both agents and leads to initiate, track, and resolve escalation requests with ease. Real-time queue status, direct survey capture, and simplified handoff workflows made interactions more transparent and effective, reducing operational complexity and improving outcomes for support teams.

The refined platform delivered significant usability improvements, gauged through scenario testing and standardized surveys. Support staff reported more transparent processes, time savings, and improved emotional readiness for handling escalations. Customer complaints about automated responses declined as handoffs and communications became more consistent and intuitive.

Throughout the project, I owned research planning and synthesis and worked diligently with the design team, coordinating closely with internal teams and third-party partners. This work highlights my ability to lead complex, rigorous UX research, drive collaborative design projects, and translate user insights into solutions that boost business efficiency and customer satisfaction.