RH Chat

Project Overview

Background

Return Helper was founded in Hong Kong in 2019 and later authorized a distributor in Taiwan. With over 10 years of experience in cross-border e-commerce services, the company specializes in providing return solutions for Asian e-commerce sellers. It has established overseas warehouses in more than 15 regions, including the U.S., U.K., Australia, Germany, and France, and integrates with global logistics carriers. Through a well-structured overseas warehouse system, Return Helper helps sellers reduce forward and reverse supply chain costs while offering a seamless, unified return service without the need to coordinate with multiple service providers.

Goals & Objectives

The team wanted to develop an internal chat-based training system to streamline the employee onboarding process, reduce manual training workload, and improve overall efficiency. By leveraging the system, RH seeks to improve knowledge retention, ensure consistency in training materials, and provide employees with instant access to critical information, ultimately optimizing their returns process workflow.

Role & Deliverables

In this project, I worked closely with PM and two engineers. I was responsible for the integrated UI and UX design, from defining the problem to deliver the final visual artifact.

Challenges

Since the client had no specific design preferences for the chat system and only requested that it align with the company's existing branding, we had to create an interface that maintained visual consistency while ensuring an intuitive user experience. Additionally, the design needed to be clear and user-friendly for internal employees to adopt quickly, while also allowing for potential future scalability and feature upgrades.

Results & Impact

We successfully completed the interface design and front-end development within two months. However, due to time constraints, the client decided not to proceed with production and was unable to provide module training.

Branding

Direction

The soft 3D-like form with a glossy texture enhances visual warmth and suggests modernity without appearing overly corporate. The light blue background communicates calmness, clarity, and trust—echoing the system's goals of streamlining onboarding, simplifying internal queries, and providing consistent training materials.

This design bridges the gap between technology and human connection, making RH Chat not only a tool—but a friendly teammate in the workflow.

RH Chat Logo

"RH" is designed in the shape of a blue chat bubble, which directly conveys the concept of "chat" and immediately reminds people of the function of instant messaging or communication. This specific logo makes it easy for users to remember the brand, and the word "Chat" clearly expresses the nature of the service. 
The handwritten-style “RH” adds a personal and human touch, emphasizing the system’s role in facilitating accessible and intuitive internal support.

Colors

- Primary, Secondary and Tertiary.
These are used for buttons and some text areas to create visual hierarchy and focus, helping to guide user actions. It also conveys a professional and stable image.

- Transparent-dark, base and light.
These are used in the overall background to give people a sense of calmness and stability, and also symbolizes technology and trust. Makes you feel comfortable and safe.

Secondary

Primary

Tertiary

Transparent-dark

Transparent-base

Transparent-light

Guideline

Principles

The following principles are what I complied when I was designing the new experience:

Continuity

To ensure uninterrupted knowledge flow across the team, the system emphasizes knowledge accumulation and traceability. The conversational interface allows users to learn and revisit information within context, enabling both new hires and existing staff to seamlessly continue their learning journey.

Consistency

Training materials follow a unified structure and are presented through a consistent design system. This ensures reliable, standardized learning experiences across departments and trainers, reducing discrepancies and enhancing credibility.

Clarity

The interface is clean and intuitive, with clear visual hierarchy, message tagging, and interaction cues that help users quickly locate key information and understand how it applies to real-world workflows.

Deliverables

Landing Page

The overall effect is soft, the visual hierarchy is clear, and the atmosphere is fresh and friendly. After entering the login page, users are provided with three frequently asked questions.

Due to the variety of internal service items, users can obtain answers to relevant questions immediately through the RH Chat AI system. Each question will leave a record in the left sidebar, allowing users to log in later to review their query history. This system is for internal employees only.

Chat Page

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