In Brief

Dialpad is a Pre-IPO startup that offers unified communications and contact center as a service.

The intent of this initiative was to integrate two recent acquisitions that enable contact center agents to interact with customers across not just VOIP, but also social media and email. In addition, it rounded out the Ai offering by providing an engine that ingested content from external sources so admins could create their own knowledge base of content to serve real-time in a semantic match to live conversations.

Team

This project required collaboration across 6 product teams to integrate new technology, overhaul the existing agent experience, build new navigation that connected internal and external communication, systemized embedded 3rd party plug-ins, and modernized the visual design to create a seamless experience across marketing and product design.

My role was leading design at the top across this plus ~15 concurrent projects between three groups. Partnering with the CPO and the CTO, we defined the 18-month vision and oversaw the execution of a unified Eng, Product, and Design org of about 300 people.

Overview

This project took roughly 12 months to complete and launch, with a few initial releases to Early Adopter clients.

Throughout this project, we met with customers and internal support and success teams to conduct needs finding, share concepts, co-create, and gather inputs on design decisions to ensure this complex application could be as simple and delightful as possible.

Key moments include the creation of a service blueprint that we used in a stakeholder workshop, a 2 week sprint to create a vision prototype, and navigation for Agents that leverages “first principles” to create a much-needed focus state. Finally, I worked with the Brand Creative Director to overhaul the visual language and launch a new version of the design system which bridged the marketing aesthetic with the in-product experience.