Zowie Chat

Rebuilding the Widget that powers better conversations

Knowledge Base 2.0 transforms chaotic multi-source management into a streamlined platform with automated sync and AI validation.

As the Product Designer for Widget 2.0, I led the design refresh, redefined the mobile experience, and shaped the customization model for customers. I also partnered with CS, Sales, and Product to identify where our current widget was falling short and how design could bridge the gap. My work focused on crafting a modern, accessible UI that’s both scalable and performance-oriented.

My Role & Contribution

The legacy widget was suffering from poor performance, inconsistent behavior across channels, and a dated interface that lacked accessibility and mobile optimization. Customizations were handled via brittle “if” conditions in code, creating technical debt and making maintenance difficult. Additionally, fragmented functionality across channels (widget, embedded, SDK) led to a disjointed experience for both end-users and clients.

Problem

Successfully consolidate multiple knowledge sources into a unified, intelligent system that enables knowledge managers to efficiently maintain accurate, region-specific AI Agent content while reducing operational overhead and improving AI response quality.

Success definition

I conducted interviews with internal teams (Customer Success, Sales, and Solutions Engineering) to uncover friction points and competitive gaps. I also collaborated with stakeholders to audit existing widget usage, customization needs, and accessibility shortcomings. This informed not only the UX improvements but also the structure of what needed to be configurable by the customer.

Research & Discovery

I worked closely with frontend developers and QA engineers to make sure the designs were realistic and easy to build. We discussed technical limits, chose the best solutions together based on effort and impact, and made sure micro-animations and interactions worked well. This helped us find the right balance between a great user experience and what was possible within time and tech constraints.

Technical Collaboration

The updated design is already being used in sales demos, serving as a differentiator and selling point for GenAI adoption. Performance benchmarks show promising improvements in load time, and customer feedback on the refreshed UI has been positive. Widget 2.0 positions Zowie for smoother scaling and easier integration of future features like proactive voice and predictive AI interactions.

Impact & Results