Enterprise Platforms · Digital Accessibility

Web Chat Widget Redesign

Redesigned the enterprise web chat widget used across both unauthenticated and authenticated web experiences. The project focused on modernizing the look and feel, improving accessibility to meet WCAG 2.2 standards, and aligning the experience with the Helix Design System while retaining existing backend chat technology and functionality. The redesigned experience has been fully released to production.
Final Docs Coming

My Role & Scope

Senior Product Designer leading end-to-end UX and UI design, including problem framing, system-based execution, accessibility strategy, and delivery. Partnered closely with product, engineering, and accessibility to balance design quality, technical constraints, and business requirements.

Constraints

The widget needed to meet WCAG 2.2 standards, align with the Helix Design System, and function seamlessly across logged-in and logged-out environments—all without changing backend chat infrastructure. This required modernizing the experience without introducing operational or technical risk.

Key Decisions

I aligned the widget to Helix system patterns while preserving existing interaction logic, and designed accessibility directly into layout, focus order, and component behavior rather than retrofitting it later. Tradeoffs were evaluated with engineering to ensure visual modernization did not compromise performance or stability.

Impact

The redesigned chat was released to 100% of users with low client-reported issues and minimal negative impact. The experience now meets WCAG 2.2 standards, improves cross-platform consistency, and establishes a scalable foundation for future enhancements.