Foqal: redesigning a Slack-first support platform to scale with teams.

We started with discovery interviews and async user feedback. Working closely with Vlad and his team, we quickly moved from wireframes to functional prototypes.

The design team had direct access to active users, letting us test, iterate, and refine decisions in short, focused loops. We prioritized usability over aesthetics at first, validating what actually helped users move faster and then layered in visual clarity.

Each phase included:

• discovery and user insights via interviews, support ticket reviews, and call notes;

• flow mapping for tickets, automations, and dashboard usage;

• lo-fi to hi-fi prototypes tested with stakeholders and internal users;

• close collaboration with developers to stay implementation-ready.

The Kanban board was Foqal’s most-used screen, but the original experience felt hard to trust. We turned it into a fast, modular workspace teams wanted to use:

• drag-and-drop that works smoothly, even at full board scale;

• configurable views with filters and flexible grouping (e.g. by team, queue, or priority) to match how different teams work;

• compact, scannable cards that surface the right info for each team;

• live syncing and status indicators for real-time updates;

• bulk selection with clear UI for actions like assigning or closing tickets.

Originally, important elements like request details, actions, and channel indicators were tucked away in drawers and panels, and users weren’t always sure what to do next. Here's what changed:

• request metadata (status, priority, requester, SLA) is grouped in a clean right-side panel;

• ticket actions (assign, escalate, snooze, etc.) live in a consistent dropdown;

• channel icons and assignee avatars give instant context at a glance;

• formatting tools, AI actions, and file uploads are always accessible from the message bar.

The result: a more focused experience that lets teams respond without losing their place or their context.

The settings module was one of the most powerful parts of the platform, but also the most complex and overwhelming. In phase two, we tackled this area head-on with:

• a unified automation hub that brings everything in one dedicated space;
• visual builder for editing logic with drag-and-drop blocks, labeled triggers, and live condition previews;
• reusable templates for common workflows, speeding up setup;
• custom request types that let teams define their own workflows.

Reporting wasn’t just a nice-to-have. Foqal’s users needed data to spot trends, manage SLAs, and hold teams accountable::

• multiple reports with fully customizable layouts, not just a single view;

• drag-and-drop widgets you can resize and rearrange on a freeform grid;

• chart, table, and metric blocks with flexible filtering and trendlines;

• shareable views with access levels (private, team, public);

• dynamic data updates across priorities, statuses, agents, and timeframes.

The new onboarding gets personal fast. It starts with a quick quiz about goals, tools, and roles, then adapts the flow to fit, connecting channels like Zendesk or Intercom on the go, and skipping generic tutorials in favor of pre-configured steps. Everything feels tailored from the start, so instead of just checking boxes, users get momentum.