Help Scout Chat

Designer UX / UI / Prototyping 2017–2020
The Brief

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.

The below shows one of hundreds of HTML prototypes that I created to demonstrate animation and transition between content

Chat UI

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.

Help Scout
Design Systems
HTML prototyping