TERMII — Enterprise Communication Platform
Web & Mobile
Communication & Messaging
cPaaS
Role: Product Designer
Designing reliability and visibility in high-scale communication systems
Details have been omitted or generalised due to confidentiality.
TL;DR
- Designed core CPaaS features used by large fintechs and global companies
- Supported scaling to 295M+ monthly message transactions
- Introduced network-visibility tools that reduced customer support load
Context
As message volume increased, failures became inevitable. Businesses lacked clarity on why messages failed, leading to retries, high support volume, and loss of trust during outages.
My Role
Product Designer responsible for UX across communication, monitoring, and reliability features
Core Design Problem
How do you give businesses transparency into unreliable network conditions without overwhelming them with telecom complexity?
Impact
- Reduced avoidable customer support tickets
- Improved trust during network disruptions
- Enabled informed retry and routing decisions
- Supported 295M+ monthly transactions
Learnings
- Reliability is a UX problem, not just an engineering one
- Transparency reduces support load more than abstraction
- Failure states deserve as much design attention as success flows
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