Our Projects
Communications Suite
+ Connect with Chat AI
Communications Suite
+ Scorpion Connect with Chat AI
Overview
The Communication Suite integrates multiple channels—calls, texts, chat, and social media—into a unified inbox, streamlining customer interactions. Scorpion Connect with Chat AI is designed to convert website visitors into customers through AI-driven chat, online payments, and scheduling. Together, these tools optimize client engagement, enhance conversion rates, and simplify customer communication for businesses. Through user-centric design and strategic features, the platform addresses pain points in customer interaction and business management.
Project Duration
March 2022–October 2024
Product Statement
Users and customer support agents faced issues with disjointed communication channels, leading to a fragmented experience, inefficiency in response, and decreased satisfaction. The objective was to create a unified platform that could handle multi-channel communication and streamline responses with AI-powered assistance.
Goal
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Centralize customer communications within a single, accessible platform.
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Integrate AI-powered chat to assist agents with quick responses and relevant suggestions.
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Improve customer-agent interaction continuity and reduce response times.
Our Role
As the UX/Product Design agency, genioLAB partnered closely with the product management team to design and develop enhanced features for the Communication Suite. Our team led the creation of user flows, wireframes, and high-fidelity designs based on evolving product requirements. We also produced interactive prototypes and collaborated with motion designers to develop animations that brought the interface to life. Daily collaboration with engineering ensured seamless design integration and alignment with technical constraints throughout the product’s development lifecycle.
Design Process
Research and Discovery
At the time of engagement, Scorpion did not have a formal UX team in place. Research responsibilities fell under Product Marketing, which posed significant challenges—data collected was often not aligned with product design needs, and there was no centralized repository for easy access. Despite these limitations, genioLAB adapted to work with the available resources.
n early 2024, we led the formation of Scorpion’s first dedicated UX team, composed of three designers and a project manager. This initiative helped streamline research processes and introduced Lean UX methodologies into the company’s product development workflow.
Explore more: Lean UX Implementation at Scorpion - Pilot Project
To kickstart the project, our design team collaborated closely with the product manager to transform existing data into actionable insights. By dividing responsibilities, we gathered and analyzed client surveys, interview notes, and legacy feedback. From this, we built personas and identified key user pain points—including delays in response time, low lead conversion, and frustration when searching for customer information during live conversations. This research laid a strong foundation for a user-centered design process, allowing us to target critical improvements in customer communication.
Pain Points
1
Need to covert more inquiries to leads
Users are finding that their lead conversion rate is dropping.
2
Can't access customer data and history
Users are not able to access customer data without having to navigate to another app.
3
Hard to keep track of potential customers vs spam
Spam messages can overwhelm clients and they may miss opportunities.
4
Business are unable to respond to customers quickly enough
Not replying to an inquiry quickly, will result in the potential client contacting someone else.
Personas
Sam
Problem Statement:
Sam is a small business owner in the home services industry who needs to streamline customer communication into a unified platform because customers need prompt responses to their inquiries at all times.
Hypothesis:
If Sam can streamline customer communication into a unified platform, then he’ll be able to respond more promptly to inquiries, meeting customer expectations for timely responses.
Emilia
Problem Statement:
Emilia is an office manager at a plumbing company who needs to simplify communication management by quickly identifying high scored leads because she must respond to potential clients first.
Hypothesis: If Emily can quickly identify high-scoring leads through a simplified communication system, then she’ll be able to prioritize and respond to potential clients faster, improving the chances of winning new business.
Jordan
Problem Statement:
Jordan is a law firm owner who needs to centralize client communications because they need to be able to better manage response times and improve client satisfaction.
Hypothesis:
If Jordan can centralize client communications into a single platform, then they will be able to manage response times more effectively, leading to improved client satisfaction and better overall service delivery.
David
Problem Statement:
Statement: David is an office manager at a mid-sized law firm who needs to be able keep all client communications records in one place because he wants to be able to easily track and review them when needed.
Hypothesis:
If David can keep all client communications in one centralized system, then he will be able to easily track and review them when needed, improving his ability to manage cases efficiently and maintain client satisfaction.
User Jouneys
David
Goal:
Search through a client's communications records for specific details needed for a case.
Sam
Goal:
To select and quickly respond to different types of communications in his inbox.
Emilia
Goal:
At a glance, identify high scored leads and prioritize responses.
Jordan
Goal:
Immediately respond to appointment requests from the Connect widget on their firm's website.
Ideation
Wireframes and Flows
Guided by business objectives and insights uncovered during the research phase, genioLAB moved into ideation with a focus on creating a unified dashboard to manage all customer communications.
Our team designed low-fidelity wireframes and mapped out key user flows, illustrating how users would interact with the chat widget in real time while navigating seamlessly between chat, email, and call logs. We explored multiple layout options to enable uninterrupted access to full conversation histories and tested various configurations of the right-side panel to improve overall usability and accessibility.
This stage laid the groundwork for a more intuitive communication experience—designed to reduce friction, enhance agent productivity, and strengthen user engagement.
Wireframes Options - Communications Suite
Wireframes Final - Communications Suite
Hi-Fidelity Screens
At this stage, genioLAB focused on refining interface details for both the Communications Suite and Scorpion Connect while aligning closely with the platform’s established design system. Our goal was to deliver a polished, accessible experience that maintained visual consistency across products.
To enhance clarity and usability, we implemented color-coded message threads—gray for customers and blue for agents—and incorporated clear iconography to distinguish between chat, email, text, and call interactions. These visual cues helped streamline agent workflows and support faster comprehension in high-volume communication environments.
We also collaborated with the motion design team to introduce thoughtful interaction patterns. Animated prototypes and subtle transitions were developed to guide user focus and reinforce feedback loops, resulting in a more intuitive and engaging user experience.
Hi-Fidelity Screens - Scorpion Connect
High Fidelity Screens - Communications Suite
These are the initial screens for the Communications Suite, showing basic layout, component handling, iconography, and copy.
User Testing and Validation
To ensure usability and clarity, our team (two designers, one marketing agent) in close collaboration with Product conducted tests with ten clients across five verticals (Attorneys, Medical, Health Care, Home Services, and Franchise). Each participant completed tasks on mobile or desktop, focusing on flow, layout, and UI intuitiveness.
Objectives
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Identify communication types
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Access and verify content
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Track activity history
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Locate details panel info
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Respond to messages
Interview Findings
With new data gathered, we identified three key items that could be improved:
1
Responding to Incoming Messages
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Issue: Some struggled to find the response panel (desktop only).
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Issue: Some participants did not realize the ability to change communication methods.
Recommendations
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Add animation to guide users on where to type.
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Default communication tab to the last communication on the thread,.
2
Viewing Customer Account Data
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Issue: Confusion in finding the details panel (mobile)
Recommendations
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Use clearer language like "customer details."
3
Identifying Different Types of Communications
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Misunderstanding between communication and customer details.
Recommendation
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Use colors/icons for clearer distinction.
Solutions and Design Hightlights
Final Designs
Scorpion Connect
Using collected data, the updated design enhanced three key areas:
Action Bar: Streamlined options for quick engagement.
Conversation Thread: Inline actions within threads for effortless user interaction.
In-Widget Features: Users can schedule appointments or process payments without leaving the experience.
Hi-Def Prototype - Scorpion Connect
Communications Suite
To address businesses needs to accommodate different communication methods and new feature integrations, the design prioritized flexibility:
Comms List: Card-based layout with indicators for quick access to key messages and inquiries.
Activity Feed: Displays communication history and interactive highlights of the customer journey.
Response Panel: Enables responses through the original communication method for a seamless experience.
Details Screen: Adaptable layout for customization based on app placement, featuring account and activity information.
Hi-Def Prototype - Communications Suite
Refined Designs
The Final Product
genioLAB’s collaborative approach brought the final product to life, integrating complex layers of design, content, and user flows—all aligned with a long-term vision for growth and adaptability. While this case study provides a glimpse into the process, the depth of strategy and execution extends well beyond what’s shown here.
Both the Communications Suite and Scorpion Connect were built with scalability at their core. The platform architecture supports the seamless integration of future features, allowing it to evolve in response to emerging business needs. This flexible foundation ensures the product remains relevant, user-focused, and primed for continued innovation.
Takeaways
Impact
Data Collection Methods: Using tools like Amplitude and in-app analytics, genioLAB tracked key performance indicators including conversion rates, appointment scheduling, and digital payment activity. Within the first 20 days of AI Chat activation, average conversion rates increased by 19.84%. After-hours appointment scheduling rose by 34%, while digital payment usage surged by 89% - clear signs of strong user engagement and value.
Control Groups & Comparisons: To ensure accurate attribution, businesses that had not yet adopted the Communication Suite were used as control groups. When compared to adopters, these baseline metrics revealed that communications volume increased by 52%, and lead conversions improved from 36% to 44% between Q2 2023 and Q2 2024. Additionally, users of both Scorpion Connect and the Communications Suite saw a 20% increase in productivity during Q1 2024.
Additional Metrics: Weekly tracking allowed our team to monitor trends in real time and validate iterative improvements. A/B testing played a key role in isolating the performance impact of specific features—ensuring each design decision was both measurable and meaningful.
Lessons & Reflections
Challenges: The absence of a formal UX process at the start of the project led to some early misalignment in feature outcomes. However, this challenge ultimately underscored the importance of implementing a structured, iterative design approach—something GenioLAB helped introduce and normalize across teams.
Key Takeaways: Working across three interconnected products allowed GenioLAB to address user pain points from multiple angles, resulting in a cohesive ecosystem where users could manage all communication seamlessly in one place.
This experience reinforced the value of balancing timely delivery with continuous validation to ensure the product meets real user needs without sacrificing speed. Just as importantly, it highlighted the power of cross-functional collaboration—a key driver behind the success of these initiatives from start to finish.