Mobile Chat
Lead Product Designer • Push Operations • 3-4 Quarters
Overview
Designed and launched a modern instant messaging system, enabling mobile users to swap shifts, coordinate with coworkers, and stay informed — all within the app they already use every day.
Problem
Shift workers needed a better way to connect — both for real-time communication and scheduling coordination. Our internal analytics and Productboard feedback highlighted a consistent trend: users wanted mobile-first messaging, support for multiple locations, and notifications to stay in the loop. The business need was clear: revamp our outdated messaging system to improve user retention and engagement — without overloading our lean dev team.
Goals
- •Create a mobile-first chat experience for shift workers
- •Enable communication across multiple locations
- •Implement notifications to keep users informed
- •Improve user retention and engagement
- •Integrate with Stream Chat while maintaining our design system
Constraints
- •Limited development resources (lean team of 3 developers)
- •Need to work with Stream Chat's existing components
- •Multi-quarter timeline with phased delivery
- •Balance between feature richness and implementation complexity
Process
Research & Prioritization
I reviewed dozens of user-submitted feedback items in Productboard, spoke with support and success teams to gather patterns and pain points, and identified core user stories (e.g., 'I need to swap shifts with a coworker'). This research phase helped us understand the most critical needs and prioritize features for the initial release.
Design & Prototyping
I evaluated Stream's out-of-the-box component file — and quickly rebuilt it using Figma's modern auto-layout for responsiveness and maintainability. I created a custom component library aligned with our mobile design system, presented wireframes and prototypes in user tests and internal stakeholder reviews, and iterated frequently based on usability feedback and dev constraints.
Collaborative Build Process
I maintained close Slack communication with PM and devs to scope features, aligned on MVP goals and trimmed non-essential settings from Stream's UI, and used lo-fi and mid-fi designs to guide efficient, scoped development cycles. This collaborative approach ensured that we were all on the same page throughout the development process.
Challenges & Solutions
We faced several challenges during the project. For multiple locations, I designed a location switcher accessible from the nav drawer, with a quick-select slide-up menu. For dynamic messaging scope, I pivoted to a 'Smart Channel' creation model inspired by Apple's Smart Folders. To drive usage, I implemented notification badges on the nav icon. And to handle Stream's feature overload, I reduced the details screen to only essentials, streamlining the UI and avoiding unnecessary scope.
Results
- •Over 100,000 messages sent in the first few months of release
- •Chat has overtaken our legacy messaging tool in daily usage
- •Location switching and channel creation patterns are now being reused across other features
- •Stakeholders praised the modern UI and strategic use of third-party integration
“Chat recently reached 25k monthly active users for the first time! For context, 1 year ago today we were sitting at 3901 MAUs, a YoY increase of 540%”
Reflection
I learned to speak up earlier when a design direction feels bloated or misaligned. Embracing lo-fi design helped me iterate faster and save engineering time. Rebuilding the Figma component library not only improved handoff but continues to support new chat-related features. This was my first major experience adapting a third-party tool into our system — and it taught me how to balance flexibility, branding, and technical trade-offs.