100 integrations
0 tab switching
I co-led the design of over 100 app integrations across different areas like shipping, CRM, and travel.
We built a unified and consistent experience that helped support agents stay focused without needing to switch tabs constantly.
role
lead product designer (with one other designer)
team
6 PMS, 10+ ENGINEERS
impact
100+ apps integrated, standardized UX patterns, reduced agent friction
Freshworks
I received the craftsmanship award
Recognized for UX leadership in CRM product innovation and development
Skills
Integration Design & Development
Design Strategy
Low-fidelity Wireframes
Feedback Loops
Agile Collaboration
Quality Assurance
tools
100 integrations
0 tab switching
I co-led the design of over 100 app integrations across different areas like shipping, CRM, and travel.
We built a unified and consistent experience that helped support agents stay focused without needing to switch tabs constantly.
role
lead product designer (with one other designer)
team
6 PMS, 10+ ENGINEERS
impact
100+ apps integrated, standardized UX patterns, reduced agent friction
Skills
Integration Design & Development
Design Strategy
Low-fidelity Wireframes
Feedback Loops
Agile Collaboration
Quality Assurance
tools
Freshworks
I received the craftsmanship award
Recognized for UX leadership in CRM product innovation and development
it all started with too many tabs
it all started with too many tabs
Let me paint a picture for you
Let me paint a picture for you
The tools weren’t broken. The experience was.
The tools weren’t broken. The experience was.
That's when we were asked to do something wild
That's when we were asked to do something wild
can you design 100 apps into Freshchat and still make it feel like one smooth, unified experience?
can you design 100 apps into Freshchat and still make it feel like one smooth, unified experience?
can you design 100 apps into Freshchat and still make it feel like one smooth, unified experience?
Me: Sure, no pressure at all 🥲
Me: Sure, no pressure at all 🥲
can you design 100 apps into Freshchat and still make it feel like one smooth, unified experience?
This was a high-speed, high-stakes project with a very clear goal
This was a high-speed, high-stakes project with a very clear goal
This was a high-speed, high-stakes project with a very clear goal
Bring third-party tools into Freshchat
so agents can get everything done from one place.
Bring third-party tools into Freshchat
so agents can get everything done from one place.
Bring third-party tools into Freshchat
so agents can get everything done from one place.
And not just one tool. We’re talking
And not just one tool. We’re talking
📦 Shipping + Returns
🧾 CRM + Order Data
✈️ Travel + Hospitality apps
⭐️ Reviews, workflows, calendars, you name it
📦 Shipping + Returns
🧾 CRM + Order Data
✈️ Travel + Hospitality apps
⭐️ Reviews, workflows, calendars, you name it
Therapist when QA timelines slipped
Therapist when QA timelines slipped
Architect holding the design system together
Architect holding the design system together
I created reusable UI components and logic patterns, so apps in the same category felt similar even if they were different brands
I created reusable UI components and logic patterns, so apps in the same category felt similar even if they were different brands
stage 2: pattern thinking
stage 2: pattern thinking
I started grouping apps by behavior, not industry
stage 1: Just wing it
stage 1: Just wing it
Very quickly, I realized… this was not sustainable. Every app had unique needs. I was spending hours designing very similar screens
Very quickly, I realized… this was not sustainable. Every app had unique needs. I was spending hours designing very similar screens
At first, I tried to design each app individually
After every app launch, I went full QA mode
stage 4: visual qa + v2 iterations
Pixel checked 100+ app UIs
Logged bugs
Suggested micro improvements
Revisited v2 flows
Pixel checked 100+ app UIs
Logged bugs
Suggested micro improvements
Revisited v2 flows
I've had to log more than 40 issues sometimes 😭
I've had to log more than 40 issues sometimes 😭
stage 3: herding Product managers,
engineers & vendors
Remember those 100 apps? Each had a different owner.
Remember those 100 apps? Each had a different owner.
I worked with:
6 product managers
A rotating door of developers
Several external vendors
A few mystery API's that said they worked (they didn't.) 🥲
My role here wasn't just a "designer"
My role here wasn't just a "designer"
Translator between
backend logic and UX needs
Translator between
backend logic and UX needs
I also worked with clients for apps built by vendors, guiding them on how to align with our UX patterns while accomodating limitations.
In the end, we shipped:
In the end, we shipped:
✅ 100+ integrated apps
🔁 Reusable UX patterns used in future builds
⏱️ Agents reduced time switching tabs
🧠 Easier onboarding, faster workflows
💡 One coherent experience
✅ 100+ integrated apps
🔁 Reusable UX patterns used in future builds
⏱️ Agents reduced time switching tabs
🧠 Easier onboarding, faster workflows
💡 One coherent experience
what i learned (and loved)
what i learned (and loved)
This wasn’t just a project. It was a crash course in:
This wasn’t just a project. It was a crash course in:
Scaling design under pressure
Saying “no” to reinvention and “yes” to smart systems
Advocating for UX quality in the middle of chaos
Staying curious, collaborative, and… caffeinated ☕️
Scaling design under pressure
Saying “no” to reinvention and “yes” to smart systems
Advocating for UX quality in the middle of chaos
Staying curious, collaborative, and… caffeinated ☕️
More projects More projects
More projects More projects
100 Integrations, 0 Tab Switching
I co-led the design of over 100 app integrations across different areas like shipping, CRM, and travel.
We built a unified and consistent experience that helped support agents stay focused without needing to switch tabs constantly.
role
lead product designer (with one other designer)
team
6 PMS, 10+ ENGINEERS
impact
100+ apps integrated, standardized UX patterns, reduced agent friction
Skills
Integration Design & Development
Design Strategy
Low-fidelity Wireframes
Feedback Loops
Agile Collaboration
Quality Assurance
tools
Freshworks
I received the craftsmanship award
Recognized for UX leadership in CRM product innovation and development
Therapist when QA timelines slipped
Architect holding the design system together
I created reusable UI components and logic patterns, so apps in the same category felt similar even if they were different brands
stage 2: pattern thinking
I started grouping apps by behavior, not industry
stage 1: Just wing it
Very quickly, I realized… this was not sustainable. Every app had unique needs. I was spending hours designing very similar screens
At first, I tried to design each app individually
After every app launch, I went full QA mode
stage 4: visual qa + v2 iterations
Pixel checked 100+ app UIs
Logged bugs
Suggested micro improvements
Revisited v2 flows
I've had to log more than 40 issues sometimes 😭
stage 3: herding Product managers,
engineers & vendors
Remember those 100 apps? Each had a different owner.
I worked with:
6 product managers
A rotating door of developers
Several external vendors
A few mystery API's that said they worked (they didn't.) 🥲
My role here wasn't just a "designer"
Translator between
backend logic and UX needs
I also worked with clients for apps built by vendors, guiding them on how to align with our UX patterns while accomodating limitations.