go back
Company
Birdeye
Year
2025
my role
UI/UX design
Prototyping
Interaction design
team
Balaji kannan
Rupa devi
Vignesh
PROJECT OVERVIEW
Birdeye customer experience
Birdeye is an all-in-one customer experience and reputation management platform used by businesses to collect and manage online reviews, engage with customers across channels like messaging, surveys, webchat. Its AI-driven tools help organizations improve online presence, boost customer engagement, and grow revenue by turning feedback into actionable insights
By combining interaction design, rapid prototyping, and scalable system thinking, the platform was to deliver consistent and intuitive experiences across social management, webchat, and survey workflows.
The outcome was a flexible and configurable system that could evolve with new features while maintaining cohesion across products
SOCIAL CALENDAR REVAMP
Redesigning calendar for clarity and scale
Managing multiple social channels within a single calendar created complexity in scheduling, visibility, and performance tracking. The existing experience lacked clarity, scalability, and alignment with the broader product ecosystem, making it harder for businesses to plan and execute content efficiently
The calendar was redesigned into a more modern and structured experience with improved usability and clearer workflows. This resulted in better planning efficiency, reduced friction in daily operations, and a scalable foundation that supports growing business needs.
WEBCHAT EXPERIENCE
Smarter conversations with configurable AI
Businesses needed a smarter way to manage website conversations while handling increasing volumes of customer queries. The existing webchat experience lacked deeper configurability, contextual intelligence, and flexibility to support advanced use cases.
The webchat was enhanced with improved customization, AI powered responses, and support for FAQs and appointment workflows. This created a more intelligent and scalable communication system that reduced manual effort and improved customer engagement.
Survey
Survey UX Upliftment
As businesses required more control over how surveys looked and behaved, the existing experience struggled to support advanced customization and branding needs. Configuration was limited, visual flexibility was constrained, and handling edge cases increased complexity for both creators and respondents.
The survey platform was redesigned to balance powerful configuration with a seamless end user experience. From layout controls and branding options to improved logic handling and live preview, the new system enabled businesses to create polished, on brand surveys while maintaining clarity, scalability, and ease of use.
bringing all together
As multiple product areas evolved, maintaining consistency across interactions, visual language, and system behavior became essential. With different workflows spanning social management, messaging, and feedback collection, the challenge was to ensure every experience felt connected rather than fragmented.
By aligning design patterns, interaction principles, and system thinking across all touchpoints, the platform was unified into a cohesive ecosystem. The result was a more seamless, scalable, and trustworthy experience that strengthened usability while supporting future product growth.
