My first three months working with the UX Global Team at Sinch
In September, I had the opportunity to give one step further in my UX career. To contextualize, I have been at Sinch since March, and I have always worked with Chatbots. It was part of my daily routine to analyze, feed, study the user experience and journey of our chatbots, participate in strategic meetings with stakeholders, define roadmaps focusing on improvements and new features our services could offer in the future, but then, everything changed.
As previous stated, in September I was invited to join the SaaS Products Team which has chatbots on their portfolio, however, I would have to contribute with my UX experience differently. Let’s say that the work I performed before was the tip of the iceberg, clearly seen from a distant perspective, and from the moment I joined the team on, I had to deep dive and find out what the deepest part of the iceberg looked like.
Here I am, for the last 90 days, studying and finding out how the iceberg takes shape and what we can do, so we deliver the best iceberg possible to surface.
At first, I started working on some content design tasks on features from solutions from our portfolio. I had to study the whole user journey and understand what I was designing and to whom I was designing for. I have to say I was getting out of my comfort zone, for there was no entities, intents, dialogs, slots, neither NLP confidence level I could rely on. However, it felt so nice when we first saw the results of this work we were doing together. There was this specific task in which our team had to work on tooltips of a specific screen, due to the amount of tickets opened because that part was quite confusing. We’ve studied and worked on tooltips that would make our users’ life easier. The result was quite interesting. The average of tickets opened considering the time frame of three months was 11. Observing the first month after having the tooltips displayed to our users, we got a result of 3 tickets opened. And this, my friends, is the fuel UX Designers need to keep on rocking!
I am not alone. The perk of working globally is the opportunity to work with people around the world. I was amazed when I was welcomed by Alexander Witt, our UX Manager based in Sweden. In a blink of an eye, there I was, being active on all ceremonies from the UX Global Team. I work with people from France, Anna Bristeau, people from Sweden, Bobby Falck, Melinda Dihn, people from Finland, Tomi Jokitulppo, and of course, my UX partners from Brazil.
This first trimester can be summarized into a lot of studies. I have been studying the market, our users, our competitors, I have been doing benchmarks and seeing what’s out there. Needless to say, I have been learning as never before with the UX Global Team, right? I am lucky (and proud) to be part of this team, for I am taught daily by outstanding and experienced designers.
To conclude, I am eager to learn more, deliver more and contribute with all I can give. None of everything I wrote here would be possible if Sinch wasn’t a home for us, employees. I am privileged to be where I am and to do what I do. Thank you for the most challenging ninety days of my UX life, and I can’t wait for what’s to come.
