Driving innovation at Goto
During my 6 years at Goto, I was responsible for multiple UX efforts to streamline communication tools, enhance workflows, and unify platforms. From redesigning the GoToConnect softphone to creating AI-powered contact center tools and developing the Chameleon design system, my work focused on intuitive, scalable solutions that empowered users and supported Goto’s evolution.
Redesigned Softphone 2.0: a leap forward for GoToConnect
I redesigned GoToConnect's softphone, creating Softphone 2.0—a standalone, embeddable widget focused on improving workflows and usability. This redesign addressed significant user pain points while introducing advanced functionality, like visual call parking, moving (“flipping”) calls to another device and more. Its modular, responsive design adapts to various needs, from simple calls to complex workflows with multiple extensions. The new design balances simplicity and advanced features, making it accessible and efficient for all users.
For contact center agents, I crafted a tailored version with tools like queue insights, customizable dashboards, and real-time customer histories. Post-call workflows were simplified with wrap-up tools, improving documentation, follow-ups, and team analytics. This redesign marked a major step forward for GoToConnect, delivering a seamless, powerful communication tool.
AI-powered contact center innovation at Goto
I led the design of AI-driven tools at Goto to transform contact center operations, focusing on simplifying workflows, supporting agents and supervisors, and improving customer satisfaction. Over 18 months, I translated complex AI features into user-friendly interfaces that integrated smoothly into existing workflows.
One standout project was the GoToConnect AI Receptionist, a virtual agent for handling routine tasks and enhancing customer interactions. I designed its setup process, enabling users to customize its personality, behavior, and capabilities, as well as creating conversational flows for natural interactions. I also designed tools for supervisors to monitor and analyze the bot’s performance. This work prioritized usability and transparency, delivering solutions that boosted efficiency, adoption, and satisfaction while showcasing the impact of user-centered AI design.
Some peripheral AI projects included real-time transcription, automated answer suggestions, emotion analysis for agents, and dashboards for supervisors with live call monitoring and performance insights. These solutions were iteratively tested to address real user needs.
Unified meeting experience: creating a seamless and scalable platform
I took charge of the UX design for GoTo’s unified meeting platform, bringing together GoToMeeting, GoToConnect, and GoToWebinar into a seamless and scalable experience. The goal was to unify meeting interfaces, improve usability, and prepare for future growth. I focused on simplifying key tasks like joining meetings, managing audio and video, and recording. Through workshops, task analysis, and usability testing, I identified priorities and standardized inconsistent UI elements, such as meeting controls, attendee panels, and the top bar. I also created a flexible information architecture to support features like polls, hand-raising, and new use cases.
The design prioritized inclusivity and scalability, with responsive layouts, intuitive pre-join flows, and consistent iconography for all devices and workflows. Despite the challenges of unifying different systems, the new platform delivered a cohesive, user-friendly experience that reduced complexity and supported future innovation. Today, it serves as the foundation for collaboration across all GoTo products.
Navigation and information architecture: unifying and optimizing the user journey
In 2019, I redesigned GoToConnect's navigation and information architecture (IA) to create a more efficient and intuitive user experience across desktop and mobile. The project addressed fragmented navigation and cluttered interfaces by introducing a hybrid navigation system that combined consistency with adaptability. I reimagined the left navigation panel to adapt dynamically to user activity, allowing easy access to key actions like managing calls, conversations, and meetings while keeping the interface clean. I also designed flexible inspector panels for quick access to detailed content, reducing visual clutter and improving usability.
The redesigned IA focused on relevance and efficiency, prioritizing missed calls and messages and integrating conversation histories, contact details, and actions into a single view. Using analytics and user feedback, I refined features like the hybrid navigation system, which minimized context switching and improved workflows. Despite challenges like balancing entitlement-based navigation, the final design delivered a scalable, user-friendly experience that helped users navigate effortlessly and focus on their tasks.
Driving product transformation at Goto
I worked on transforming Goto from a telephony tool into a comprehensive platform for modern businesses. This project added features like meetings and messaging to meet the needs of small businesses and enterprise contact centers. My focus was on making these features simple and seamless while keeping the platform easy to use. I worked closely with teams across the company to gather feedback, set priorities, and create an improved user experience.
The result was a unified workflow where users could manage calls, messages, and meetings in one place, reducing the need to switch between tools and improving productivity. Features like agent workspaces, threaded conversations, and real-time queue management boosted contact center functionality. By using data-driven design and scalable solutions, we ensured the platform met user needs and could grow with them. This redesign made Goto more flexible and user-friendly, improving adoption and satisfaction.
Advancing the chameleon design system
At Goto, I helped launch and shape the Chameleon design system, turning fragmented interfaces into a cohesive, scalable framework. I worked on core standards like unified typography, accessible color palettes, and adaptable components. I developed key elements (such as buttons, avatars, and checkboxes), showcasing the system's value and driving adoption.
Chameleon brought consistency to products like GoToConnect and Contact Center, improving user experiences and reducing technical debt with features like theming tokens and responsive design principles. Despite initial challenges like resistance and partial adoption, the system became a key tool for unifying Goto’s product ecosystem.
My work contributed to a scalable design system that met user needs and supported Goto’s growth and innovation.