A multilingual CX automation platform serving businesses and government agencies across emerging markets. Its core capability is a natural language processing engine handling intent classification across 100+ languages. The platform enables organizations to build chatbot flows without code, manage automated and live support across multiple channels, and track performance through configurable analytics — all from a single interface.
01 — Establish a QA process and full test coverage where none existed.
02 — Design UI for new internal platform features based on structured stakeholder feedback.
03 — Develop and improve key functionality on the public-facing website.
04 — Support ongoing product development across design, development, and QA simultaneously.
QA Setup — Built the entire QA practice from scratch: test documentation, coverage maps, defect reporting workflows, and integration into Scrum ceremonies.
Design — Ran a "Silent Critique" session with client staff to gather structured feedback, then executed a full design cycle: research, user flows, wireframes, prototypes, and design system updates.
Web Development — Delivered interactive features and ongoing improvements for the public website using jQuery, vanilla JavaScript, and Webflow.
Cross-team Coordination — Maintained active communication across QA, development, DevOps, and design to keep three parallel workstreams aligned.
Challenge 1 — No QA infrastructure The platform had no test documentation, no defined processes, and no coverage baseline. We built everything from scratch — documentation, workflows, tooling, and reporting — before expanding into ongoing test execution.
Challenge 2 — Collecting actionable design feedback Stakeholders were distributed and feedback was unstructured. The Silent Critique format gave every team member a structured channel to surface concerns, which fed directly into design decisions rather than getting lost in async communication.
Challenge 3 — Three disciplines running in parallel Design, development, and QA were active simultaneously with overlapping dependencies. We established clear internal communication rhythms to prevent bottlenecks and keep each workstream unblocked.
QA: Postman, Swagger, DBeaver, GitHub, Visual Studio, Android Studio, Figma, Zeplin, Jira
Design: Figma
Web Development: jQuery, vanilla JavaScript, Webflow
Onboarding (first-time user experience), user banning, message scheduling, single sign-on, two-step authentication, custom email notifications, undo send, notes color coding, real-time message preview, universal tagging system.
Business/Government toggle, interactive pricing calculator, web chat language switching, item sorting, workshop and webinar countdown timers, bug fixes.
The client went from no QA process and an underdeveloped website to a fully covered platform with a functioning design system and an active multi-discipline team. The engagement continues — and has grown into a close working partnership built on consistent delivery across all three disciplines.
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