Provided design, usability research, and accessibility audits for call center supervisors to ensure their data was visible, delightful, and actionable. Full-stack design responsibilities for Dialpad AI’s Contact Center as a Service (CcaaS) track
Led design for Dialpad Business Intelligence (historical reporting). Drove project from pilot to release. Increased DAU by 88% over 3 months, saved users hours of manual calculations per week.
Collaborated frequently alongside product and engineering to ensure requirements, technical details, and designs were aligned. Collaborated with content, marketing, sales, and customer support to drive adoption.
Conducted and synthesized quant + qual insights for user research and discovery efforts on analytics. Leveraged insights to affect strategy, reduce friction, identify e2e opportunities, and build a shared empathy for supervisor drivers and pain points.
Scoped projects to identify risk, advocate for additional resourcing, and mentor designers as we brought them into the track.