Netcore’s communication services were disjointed, causing operational inefficiencies and friction for users:
As a Senior Product Designer at Netcore, I led the research, strategy, and design of a unified Communication Platform as a Service (cPaaS), integrating Email and Messaging APIs into a seamless solution. The goal was to address user pain points such as fragmented services, complex integrations, and inconsistent user experience.
By leveraging research-driven design, we delivered a platform that improved message deliverability, streamlined onboarding, and simplified developer integration, ultimately increasing efficiency for businesses.
Design a unified cPaaS platform that:
✅ Simplifies communication via a single, scalable API.
✅ Enhances reliability with automated fallback mechanisms.
✅ Provides a consistent, user-friendly experience for both developers and marketers.
To solve these challenges, I designed and led the development of a cohesive communication platform with the following key features:
I followed a user-centered design approach, integrating research, iterative prototyping, and usability testing to refine the platform.
Goal: Identify key pain points and feature requirements.
Participants: Marketers, product managers, and developers from key clients, including Flipkart and Myntra.
Methods:
📌 Marketers: Needed better analytics and fallback mechanisms.
📌 Developers: Faced integration difficulties due to inconsistent API documentation.
📌 Product Managers: Required a scalable and customizable communication solution.
Created high-fidelity prototypes focusing on:
🔄 Design Enhancements Post-Testing
✔ Improved onboarding flow with tooltips and step-by-step visuals.
✔ Fallback API dashboard with real-time error handling.
✔ Customizable analytics dashboards for deeper insights.
We adopted Infinity 2.0, the internal design system, to ensure consistency and scalability across the platform. The design system includes reusable components, patterns, and styles that were tailored to meet the specific requirements of the new platform.
Infinity 2.0 Design System The follwing are some of the updated design sytem guidelines
Our design system, named Infinity 2.0, is structured around the principles of atomic design, which helps create a cohesive user experience.
The system is divided into three levels: Atoms, Molecules, and Organisms.
We tracked key performance indicators (KPIs) to measure success:
📉 Before: 65%
📈 After: 92% (+41%)
🔹 Users could integrate APIs and launch campaigns in under 10 minutes (previously 30 minutes).
📉 Before: 78%
📈 After: 93% (+19%)
🔹 The Fallback API feature ensured reliable message delivery across channels.
📉 Before: High number of API-related support issues.
📈 After: 53% reduction in support queries.
🔹 Developers found the unified documentation intuitive, reducing troubleshooting time.