Elizabeth Kafaru's Portfolio

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Kool

KOOL AI

Kool AI is a conversational AI platform designed to help businesses grow by boosting customer engagement and streamlining sales. The platform enables companies to build custom AI assistants that reflect their brand identity, answer customer questions, handle transactions, and provide personalized support ; all in one place.

As the UI/UX designer, my role was to design the end-end product experience, from the dashboard to the bot creation process, integrations, analytics, and customization features.

KOOL AI

As the UI/UX designer, my role was to design the end-end product experience, from the dashboard to the bot creation process, integrations, analytics, and customization features.

Duration

4 Months

Role

UI/UX Designer

Expertise

UI/UX Design

Stack

Figma | Jira | Figjam| Notion

Problem Statement

Businesses often struggle with:

Managing customer inquiries at scale.
Personalizing engagement across diverse audiences.
Connecting AI-powered conversations to actual sales outcomes.
Maintaining brand identity while using off-the-shelf chatbot solutions.

Kool AI addresses these gaps by providing a flexible, customizable AI assistant platform that combines engagement, personalization, and measurable growth in one solution.

The Goal

Design an AI powered engagement platform that:

Helps businesses create, customize, and manage AI assistants with ease.
Enables assistants to reflect brand voice, mission, and goals.
Supports data collection, sales tracking, and revenue generation.
Provides a dashboard view for insights, performance, and customer interactions.

Duration

4 Months

Role

UI/UX Designer

Expertise

UI/UX Design

Stack

Figma | Jira | Figjam | Notion

Duration

4 Months

Role

UI/UX Designer

Expertise

UI/UX Design

Stack

Figma | Jira | Figjam| Notion

Problem Statement

Businesses often struggle with:

Managing customer inquiries at scale.
Personalizing engagement across diverse audiences.
Connecting AI-powered conversations to actual sales outcomes.
Maintaining brand identity while using off-the-shelf chatbot solutions.

Kool AI addresses these gaps by providing a flexible, customizable AI assistant platform that combines engagement, personalization, and measurable growth in one solution.

The Goal

Design an AI powered engagement platform that:

Helps businesses create, customize, and manage AI assistants with ease.
Enables assistants to reflect brand voice, mission, and goals.
Supports data collection, sales tracking, and revenue generation.
Provides a dashboard view for insights, performance, and customer interactions.

Research & Insights

To ensure the solution was user-centered, I analyzed existing AI assistant platforms (e.g., Intercom, Drift, HubSpot, Tidio).

Key Insights

Customization: Users want assistants that reflect their brand voice (tone, style, language).
Data-driven growth: Businesses want clear analytics and revenue tracking, not just chat transcripts.
Scalability: A need to manage multiple bots across products, teams, and campaigns.
Human touch: Hybrid workflows where AI handles routine questions but escalates to live agents when necessary.

From these insights, I structured Kool AI’s design around flexibility, clarity, and business outcomes.

Research & Insights

To ensure the solution was user-centered, I analyzed existing AI assistant platforms (e.g., Intercom, Drift, HubSpot, Tidio).

Key Insights

Customization: Users want assistants that reflect their brand voice (tone, style, language).
Data-driven growth: Businesses want clear analytics and revenue tracking, not just chat transcripts.
Scalability: A need to manage multiple bots across products, teams, and campaigns.
Human touch: Hybrid workflows where AI handles routine questions but escalates to live agents when necessary.

From these insights, I structured Kool AI’s design around flexibility, clarity, and business outcomes.

Design Process

1. Information Architecture

I mapped out the platform into clear sections:

Dashboard (business performance overview)
Create Bot (step-by-step bot builder)
My Bots (management of active and deleted bots)
Logs & Call History (customer conversations and performance tracking)
Live Agents (handover and escalation support)
Test & Share Bots (preview + distribution)
Integrations (CRM, social media, websites, etc.)
Payment (subscription and billing)
Settings & Support

Here's a user flow

2. Core Features

Dashboard

Business insights at a glance: Engagement, sales, leads, and AI performance. Create Bot (Custom Assistant Builder)
Assistant Basics: Name, Type (Sales, Support, Marketing), Language.
Company Info: Company Name, Industry, Mission (optional), Products & Services, Pricing, Address.
Team Setup: Team Members, Positions, Roles.
Assistant Role & Purpose: Main Role (sales, support, onboarding), Tone (formal, casual, friendly), Additional Instructions.
Conversation Setup:
- Welcome Message(s) (optional logged-in user personalization).
- Closing Message(s) (optional).
- Target Audience & Audience Needs (pains, goals).
- Data Collection: What to collect, when to collect it.
- Personality: Small Talk, Jokes, Emojis, FAQs.
Customization: Colors, styles, chat button appearance.

My Bots

Central hub to view all bots, including deleted or archived ones.

Logs & Call History

Customer conversations history with search and filtering.

Live Agents

Hybrid support for escalations beyond the AI.

Test & Share

Preview bot before launch.
Share via link, embed on site, or connect to apps.

Integrations

Connect with websites, CRMs, email, and social platforms.

Payment

Subscription tiers and billing.

Settings & Support

Account settings, FAQs, and Help Center.

3. Design Decisions

Step-by-step Bot Builder: To simplify setup while still allowing deep customization.
Business-Oriented Dashboard: Instead of just “conversations,” Kool AI emphasizes growth metrics and revenue impact.
Brand Personalization: From colors to tone of voice, assistants can reflect each company’s identity.
Hybrid Workflow: AI handles scale, humans handle complexity.

Testing

When creating a voice campaign for the bot, users initially had to add phone numbers manually. However, after testing, I realized this process was too tedious, so I implemented a bulk upload feature to allow mass addition of phone numbers in the web app.

Wireframes

Video

Mobile Responsiveness

Color

Typography

Outcome

Delivered a user-friendly AI engagement platform that balances flexibility and simplicity.

Designed a bot builder flow that makes complex setup (tone, audience, roles, data collection) feel intuitive.
Created a centralized dashboard to monitor engagement, sales, and assistant performance in real time.
Empowered businesses to scale customer interactions while staying authentic to their brand voice.

Reflections

This project deepened my ability to design AI-powered experiences with business impact in mind. I learned how to:

Translate business objectives into conversational design elements.
Balance AI automation with human escalation.
Design scalable systems (supporting multiple bots, audiences, and industries).

Next Steps

Conduct usability testing with small businesses to refine setup flow.
Add AI-driven recommendations for improving bot performance.
Expand integrations (social media, WhatsApp, payment gateways).
Explore analytics visualization for better decision-making.

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