Caterpillar Inc
UI/UX Design
Product Design
Design Systems
Designed and launched in-app messaging within the Blocks 3.0 Design System, enabling real-time dealer-to-customer communication.
Year
2022
Services
UX Research, Feature Design, Prototyping, UI Design, Design System Integration
Problem:
Customers often abandoned carts or exited the platform to call for support due to lack of real-time communication options.
Solution:
I led the UX and UI design of a messaging feature built into the shopping experience. Working closely with CAT's team, I created prototypes, validated functionality through user testing, and guided implementation alongside development. The feature allowed real-time messaging between customers and dealers, optimized for mobile and designed within Blocks 3.0 for consistency. I presented concepts to internal stakeholders and secured alignment at every stage.
Impact:
The feature quickly became one of the platform’s most adopted tools, dramatically reducing cart abandonment and improving customer trust. The project also served as a foundational model for future in-app communications.
