Helport.ai, an AI-powered customer service platform, was preparing for a NASDAQ IPO and needed a complete redesign of its website and customer support application. The goal was to modernize the platform’s user experience for U.S. markets, ensuring seamless navigation, improved accessibility, and a design that reflected the company’s growth and innovation. As the lead product designer, I was responsible for the end-to-end redesign, from user research and wireframing to high-fidelity UI design and front-end implementation suport..
The Challenge
Helport.ai had built a strong presence in Asia, serving enterprise clients like Singapore Airlines. However, expanding into the U.S. market presented several challenges:
Outdated UX/UI: The existing interface was not optimized for modern usability standards, particularly for Western users.
Scalability Issues: The platform needed to support rapid user growth while maintaining performance.
Accessibility & Compliance: To meet U.S. regulatory standards, the design had to follow WCAG accessibility guidelines.
Brand & Trust Perception: With an upcoming IPO, the new design had to convey credibility and trust to investors and enterprise clients.
THe Process
The Process
1. Research & Discovery
Stakeholder Interviews: I worked closely with Helport.ai’s executive team to understand key business goals.
User Research: Helport provided user research from their existing customer base in Asia.
Competitive Analysis: I worked with their executive team to identify leading AI-driven customer service platforms to identify best practices in UX/UI design and messaging.
2. Wireframing & UX Design
Developed low-fidelity wireframes in Figma to establish information architecture.
Created user flows for different personas, ensuring smooth navigation.
3. UI Design & Prototyping
Designed a sleek, modern interface using a light theme UI, aligning with Helport.ai’s AI-driven brand identity.
Redesigned key screens in the customer support application, including dashboards & live suggestions for customer support.
Implemented Lottie animations to visually explain complex AI processes.
Developed an interactive prototype in Figma for investor presentations and usability testing.
4. Development & Implementation
Worked with engineers to convert Figma designs into a WordPress-based website with custom UI components.
Integrated ADA accessibility features, including scalable fonts and high-contrast themes.
Collaborated with developers on front-end implementation, ensuring design consistency.
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.
Complete website redesign
To support Helport.ai’s expansion into the U.S. market and its upcoming IPO, I led a full-scale website redesign that aligned with the newly crafted application UI. The goal was to create a cohesive, modern, and high-performing digital experience that reinforced Helport’s brand identity and AI-driven innovation.
Custom UI Design – The website seamlessly integrates elements from the redesigned AI application, ensuring a consistent visual language across both platforms. Interactive dashboards, dynamic data visualizations, and a sleek dark-mode aesthetic reflect the sophistication of Helport’s technology.
Improved Navigation & Information Architecture – Restructured the website for clarity and accessibility, making it easier for enterprise clients, investors, and customer support teams to navigate key content.
AI-Powered Features Showcase – Designed engaging interactive sections that demonstrate Helport’s AI capabilities, from real-time customer support automation to predictive analytics.
Brand Credibility & IPO Readiness – Developed a high-trust visual identity that conveys enterprise reliability, integrating investor-focused content, case studies, and performance metrics to strengthen Helport’s market position.
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.