Above/ The Beacon chat experience, only one small part of the overall functionality
Help Scout has traditionally been an email platform at its core — a way for customer teams to provide world-class support in a seamless and human way. Whilst chat has always been a channel that Help Scout customers wanted, the assumption was that it’s difficult to provide fast and engaging support in real-time in a way that doesn’t overwhelm support teams. Beacon was our attempt at challenging that.
At the time our existing embeddable widget was being used to connect visitors to support documentation — my brief was to extend that tool to also deliver chat. I took this project from scoping, user research and prototyping through to UI, HTML prototyping and launch.
Part of this project was also to extend the main application to support this additional channel in a way that didn’t negatively impact the core (traditionally email) experience. The below screens show the agent-side chat view and Beacon customizations.