Helport is an AI-powered customer support platform with enterprise clients across Asia, including Singapore Airlines. With a NASDAQ IPO approaching, the product had a credibility gap: the interface hadn't kept pace with the company's growth, and the disconnect between the marketing site and the application made them look less mature than they were.
I came in as lead designer to own the redesign end-to-end.
The Real Problem
The surface challenges were familiar: outdated UI, accessibility gaps, U.S. market expansion. But the deeper issue was trust at two levels.
Enterprise buyers evaluating Helport for the first time would land on a website that didn't match the product. Investors reviewing materials ahead of the IPO would see screens that didn't convey the sophistication of the underlying technology. Both problems were design problems. Solving them required a single, coherent visual language across every touchpoint, not just a visual refresh of individual screens.
Key Decisions
I treated the website and application as a single design problem. Unifying them was a business credibility decision as much as an aesthetic one.
For the application, I restructured the information hierarchy around how agents actually work. I wanted to show what's urgent, what the AI recommends, what to do next. The original dashboard surfaced everything equally, so nothing felt prioritized.
For the website, I rethought the messaging hierarchy for a U.S. enterprise audience. While the old version focused on long lists of features, I reworked the IA to lead with credibility and use-cases. Accessibility was built into the system from the start, which also improved usability for agents on contact center hardware.
reDesign for Key Application Pages
To address these challenges, I led a complete UI/UX overhaul of Helport’s AI application, ensuring a seamless and intuitive experience for both enterprise users and customer support agents. The redesign focused on clarity, efficiency, and accessibility, with an emphasis on key workflows:
AI-Powered Dashboard – Designed a streamlined, data-driven interface that provides real-time performance insights, AI-driven recommendations, and interactive visualizations for customer support teams.
Messaging & Ticketing System – Revamped the conversation interface with a clean, modern chat experience, enabling seamless interactions between agents and AI-assisted responses.
The Results
Results & Impact
25% Increase in User Engagement – Redesigned UI led to higher interaction rates with AI features.
20% Growth in U.S. Site Traffic – Improved content strategy and SEO-friendly design attracted more visitors.
Stronger Investor Confidence – The new design was showcased in investor meetings, helping secure IPO preparations.