Mitel One

Unifying Chat, Telephony & Video for Enterprise

I led UX to merge MiCollab (VoIP + chat) into a single, modular app spanning iOS, Android, Web (PWA) and Desktopā€”under strict onā€‘prem & cloud constraints.

Cross-Platform UX Leadership

Lead UX, I directed the end-to-end design process across iOS, Android, Web (PWA), and Desktop platforms, ensuring a consistent and scalable user experience. I collaborated closely with a cross-functional team of 8 designers, product managers, engineers, and sales stakeholders, aligning business goals with user needs. This work spanned a multi-quarter timeline, where I guided the design vision, established workflows, and delivered solutions that supported both short-term feature rollouts and long-term product growth.

My Role & Ownership

  • Owned the end-to-end UX experience during the first 8 months

  • Sole Product Designer at launch

  • Partnered directly with founders and one PM

  • Led and mentored 3 junior designers

  • Defined MVP scope and product roadmap

  • Designed the UI system and interaction model

  • Built a scalable component library

  • Directed key product flows and visual decisions

Context & Challenge

Mitel sold chat, telephony, and video as separate SKUs. Enterprises glued on Slack/Zoom/Skype to fill gaps. The market demanded a unified experience that preserved core telephony, worked for onā€‘prem and contact center realities, and scaled across devices.

Ecosystem map ā€” onā€‘prem vs cloud vs contact center

SKU fragmentation ā€” before state

Unified target state ā€” after

Research ā†’ Strategy

We teamed up with research company Frog to conduct interviews with MiCollab customers, surveys, card sorting, and competitive analysis (Slack flexibility; Zoom one-click join). These insights informed the ā€˜85% Rule,ā€™ prioritizing flows that served the widest B2B cohort.

Personas (admin, agent, IC)

Card sort / feature prioritization

Journey / friction points

System Design Decisions

Modular, widgetā€‘based home

Different orgs are phoneā€‘first vs messageā€‘first. Reorderable widgets let teams tailor the surface while staying in a single product.

Mobile home with draggable widgets

Web layout with prioritized widgets

Desktop (high-density)

Escalation as a firstā€‘class pattern

Users jump chatā†’callā†’video. Inline actions make escalation immediate without copyā€‘paste links.

Chat thread with Start Call / Start Video

PWA vs native: pragmatic tradeā€‘offs

Timeline drove PWA. I redesigned notification patterns (call vs meeting vs message) to retain urgency and clarity across OSes.

Join Meeting

Incoming call toast ā€” Answer / Decline

Desktop Interaction

Prototype frames ā€” mobile first

Design Library system and Components

Impact

Drove higher early adoption and strengthened the sales narrative for mixed-need accounts. Improved time-to-join and clarified escalation between modes, while a consistent cross-device experience increased customer confidence during rollout.

What Iā€™d Improve Next

Run accessibility reviews earlier across notification variants, introduce admin templates for default widget layouts by persona (Contact Center, Sales, Exec), and explore a native desktop shell for deeper OS-level call controls as maturity grows.