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 Desktop—under strict on‑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.
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 on‑prem and contact center realities, and scaled across devices.
Ecosystem map — on‑prem vs cloud vs contact center
SKU fragmentation — before state
Unified target state — after
My Role & Ownership
Led UX for the MiCollab → Mitel One migration, delivering coherence across mobile, web, and desktop. Defined IA, widget framework, escalation patterns, and notification behaviors under PWA trade-offs. Partnered with 8 designers, PMs, engineers, and sales, validating key decisions with customers.
RACI / collaboration map
Delivery plan — mobile→web→desktop
Research → 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 ‘85% Rule,’ prioritizing flows that served the widest B2B cohort.
Personas (admin, agent, IC)
Card sort / feature prioritization
Journey / friction points
System Design Decisions
Modular, widget‑based home
Different orgs are phone‑first vs message‑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 first‑class pattern
Users jump chat→call→video. Inline actions make escalation immediate without copy‑paste links.
Chat thread with Start Call / Start Video
In‑call Upgrade to Video control
PWA vs native: pragmatic trade‑offs
Timeline drove PWA. I redesigned notification patterns (call vs meeting vs message) to retain urgency and clarity across OSes.
Meeting toast — primary Join
Incoming call toast — Answer / Decline
Message toast — low emphasis
Phone→Video handoff under constraints
Telephony and video on different servers prevented a true seamless switch. UX creates perceived continuity by prompting video first, then dropping voice on accept.
Caller taps Upgrade to Video
Callee accepts; voice drops as video connects
Key Flows & Artifacts
Storyboard — phone→desktop continuity
IA snapshot — modules across platforms
Prototype frames — 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 I’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.
Like this work?
Happy to share a 3‑minute walkthrough or discuss how this approach translates to your product surface.