I joined Layer in the Product Marketing team, focused on helping prospects and customers understand how integrating the Layer technology would impact their product and business. Responsibilities included the production of general purpose marketing assets and customer specific materials to support active opportunities and proof of concept implementations in development.
Another major effort that fell to the Product Marketing team was the development of the Layer Conversational Design System. This project involved the design of UI components, design resources, detailed specifications of each component, and detailed UI flows highlighting how each component would integrate into an application workflow. All of these resources were combined together into a downloadable package that was distributed to drive lead flow for the sales team.
A core part of the Layer product was a set of user interface components that supported various aspects of messaging driven workflows. I designed a variety of these components such as rich media cards, carousels, a message composer, and a full UI console for customer support agents. These designs were utilized by the product and engineering teams to drive implementation of the components. The implementation of the components was meant to align with the Conversational Design System.
The Conversational Design System is a set of UI component resources deigned to support any vertical and be customized to match any branding and user experience. The design system was built in Sketch and exposed a set of atoms and molecules that could be combined together to compose the desired experience. The design system exposed a consistent and fully normalized set of reusable elements such a title lable, body text, and buttons. These components enabled Layer customers to rapidly design, prototype, and implement conversational interfaces.
The LayerEngage product enables businesses to directly connect with their customers via a web interface similar to products such as Intercom and Drift. Layer "drank its own champagne" by integrating LayerEngage into the Layer homepage in order to interact with prospective customers visiting the web page. I provided the design and branding for the LayerEngage interface.
The Conversational Experience is a new vision of how interactions and processes can be viewed in the context of an on-going timeline. The experience has a few key attributes:
My process in designing this new concept was to begin with our existing messaging design components and then evolve the UX to match a script designed to highlight the new workflow. The script detailed a conversational retail experience that the Sales team wanted to pitch to H&M. My work required the styling of the core messaging experience to match H&M branding, integrating existing components where appropriate, and the design of new components necessary for the concept. Once the design was reviewed and approved, the entire experience was animated into a video that was presented to the prospect.
