The problem
Smaller teams rarely need the weight of a full ticketing system, but they still need to stay on top of every customer conversation. Legacy tools were too heavy, too fragmented, and too hard to adopt. The opportunity was a lightweight, non-ticketed platform that felt immediate — fast to onboard, easy to live in all day, and approachable for non-specialists.
What I designed
- A non-ticketed model. Reframed support around live conversations instead of tickets and queues — simpler mental model, less process, faster resolution for small teams.
- 0→1 product UX. Defined the core flows, information architecture, and interface from scratch, balancing a focused v1 against room to grow.
- Migration experience. Designed onboarding that lowered the switching cost for teams moving off legacy systems, so adoption didn't stall at setup.
- Built to scale. Patterns and components that held up as the product grew toward tens of thousands of active users.
Approach
As a 0→1 effort, the work moved fast and stayed close to real users. I partnered with product, engineering, and data to validate the non-ticketed model early, prototyped core journeys, and iterated against feedback. Building on the team's design system kept the growing surface consistent and quick to ship.
Outcomes
- 70K+Monthly active users
- 0→1Concept to launch
- Non-ticketedA simpler CX model
My Hub launched as a standalone product and scaled to 70K+ MAU, with migration off legacy systems built into the experience. Full case study and process walkthrough available on request.