Sunbit In-App Chat
Restructuring support as a continuous workflow
Years 2024 - Ongoing
Fintech
As Lead Product Designer, I led the transformation of Sunbit’s outdated chat experience into a sleek, branded, and scalable in-app solution.
The original chat wasn’t failing visually, and structurally. Sessions disappeared when users switched screens. Authentication was disconnected, and support existed as a detached feature, not as part of the product system.
At scale, that meant 25 phone calls for every 1 chat.
System redesign
Redesign focused on instant, personal, and trustworthy support, the chat became an integrated system layer.
- Persistent sessions
- Seamless authentication
- Context continuity
- Branded UI alignment
The goal wasn’t to “add chat.”It was to integrate conversation into the product’s logic.
Two-Layer Support Architecture
The two-step workflow minimized unnecessary escalation and preserved agent capacity while maintaining user experience.
Operational Impact
I created a shared architecture with adaptive layers based on role logic. Same foundation. Different surface complexity.
Operational Impact
Higher engagement and faster resolutions.
Trust wasn’t added, it was designed.
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Sunbit In-App Chat
Restructuring support as a continuous workflow
Years 2024 - Ongoing
Fintech
As Lead Product Designer, I led the transformation of Sunbit’s outdated chat experience into a sleek, branded, and scalable in-app solution.
The original chat wasn’t failing visually, and structurally. Sessions disappeared when users switched screens. Authentication was disconnected, and support existed as a detached feature, not as part of the product system.
At scale, that meant 25 phone calls for every 1 chat.
System redesign
Redesign focused on instant, personal, and trustworthy support, the chat became an integrated system layer.
- Persistent sessions
- Seamless authentication
- Context continuity
- Branded UI alignment
The goal wasn’t to “add chat.”It was to integrate conversation into the product’s logic.
Two-Layer Support Architecture
The two-step workflow minimized unnecessary escalation and preserved agent capacity while maintaining user experience.
Operational Impact
Higher engagement and faster resolutions.
Trust wasn’t added, it was designed.
Why this metters
When information architecture is layered correctly, users don’t feel the system’s complexity, they see things clearly.
Prev Project
Next Project
Sunbit In-App Chat
Restructuring support as a continuous workflow
Years 2024 - Ongoing
Fintech
As Lead Product Designer, I led the transformation of Sunbit’s outdated chat experience into a sleek, branded, and scalable in-app solution.
The original chat wasn’t failing visually, and structurally. Sessions disappeared when users switched screens. Authentication was disconnected, and support existed as a detached feature, not as part of the product system.
At scale, that meant 25 phone calls for every 1 chat.
System redesign
Redesign focused on instant, personal, and trustworthy support, the chat became an integrated system layer.
- Persistent sessions
- Seamless authentication
- Context continuity
- Branded UI alignment
The goal wasn’t to “add chat.”It was to integrate conversation into the product’s logic.
Two-Layer Support Architecture
The two-step workflow minimized unnecessary escalation and preserved agent capacity while maintaining user experience.
Operational Impact
Higher engagement and faster resolutions.
Trust wasn’t added, it was designed.
Why this metters
When information architecture is layered correctly, users don’t feel the system’s complexity, they see things clearly.
Prev Project
Next Project