Product design

xMatters

Idea

xMatters is an enterprise-grade collaboration platform that seamlessly integrates data across systems, engaging the right teams to resolve incidents effectively

My Roles

Design a cohesive omni-channel user experience
Establish the live Spark design system
Embed UX into the corporate culture and workflow

Context setting

Build UX culture

Context

Designing enterprise UX requires balancing complexity and specialization while addressing diverse needs from both users and stakeholders. Additionally, broader ecosystem demands add pressure to the design process.

Through this, I’ve learned to champion UX culture within the organization, advocate for a user-centered approach, and align design solutions with business objectives.

Challenges

In an enterprise environment, I face the challenge of securing stakeholder buy-in to improve the current UX, which requires aligning diverse priorities and proving the value of user-centered design.

Additionally, I work to address gaps in the feedback loop, as it often fails to provide a complete picture of customer needs, limiting my ability to make informed and impactful design decisions.

Research & Discovery

Understanding

user and marketplace

When I joined, there was no established research practice, so I integrated research into the workflow to ensure user needs were at the core of decision-making. These initiatives not only enhanced the product but also helped embed UX practices into the organization’s culture and workflows.

Consulting the Support Team

I analyzed the feature backlog and support tickets in collaboration with the support team to identify and prioritize high-impact issues that addressed the most critical user pain points.

Conducting Interviews

I engaged directly with users of the scheduling features to understand their challenges and gather actionable insights for design improvements.

Organizing Design Workshops

I facilitated workshops with the team, engineers, and stakeholders to brainstorm ideas, foster collaboration, and align everyone on user-centered solutions.

Project highlight

Build omni-channel experience

Design & Testing

Build design system

The Live Spark Design System establishes a scalable framework that unites teams around a shared visual language, reducing design debt and accelerating workflows.

I collaborated with designers and engineers to deliver the system, from conducting a product audit and building a UI library to organizing reviews and refining documentation.

This system streamlined workflows and enhanced product consistency across teams.