UX/UI Design
Collaborated with the team to analyze user pain points and needs.
Designed and iterated on high-fidelity prototypes in Figma.
Used Amplitude to track heatmaps and user behavior, ensuring data-backed design improvements.
Conducted usability testing and iterated on the design based on real user feedback.
Developed an intuitive, visually appealing interface aligned with Dialpad’s branding and business goals.
Step-by-step instructions were added to help new users set up their accounts quickly, highlighting key tasks such as:
• Setting up the main phone number and business hours.
• Configuring call routing and voicemail.
• Adding team members.
• Downloading the Dialpad app.
• A clear interface was designed to display account status, user roles, and quick access to meeting and call settings.
• A summary of recent activity was added, including AI-powered call transcripts.
• A new interface was implemented to display live calls, including agent status and real-time call volume.
• The "AI Contact Center" functionality was introduced to manage omnichannel communications efficiently.
• The visualization of key metrics was redesigned with clear graphs to track customer satisfaction and team performance.
• AI-powered predictions were integrated to assess customer sentiment based on call content.
• Improved compatibility with CRM tools, calendars, and email systems.
• Streamlined configuration for connecting Dialpad with enterprise tools.
Before implementing any changes, we conducted research with administrators and support teams to identify pain points and areas of improvement. This helped us understand how users interacted with the admin panel and which features needed refinement.
Using Figma, we created low-fidelity wireframes to test different layouts and structures. These were iterated into high-fidelity prototypes, refining the user experience based on feedback.
To ensure the redesign met user needs, we conducted usability tests with real administrators. We observed how they navigated the new interface, identifying friction points and opportunities for improvement.
We leveraged Amplitude to analyze user behavior through heatmaps and event tracking. This allowed us to understand where users were engaging the most, where they dropped off, and how we could optimize the UI for a smoother experience.
The redesigned Dialpad admin panel successfully improved usability, efficiency, and user engagement. By incorporating a guided onboarding process, enhanced call management features, AI-powered insights, and a data-driven design approach, we were able to streamline workflows and make administration tasks more intuitive.
Using Amplitude analytics and usability testing, we validated our design decisions, ensuring that the changes directly addressed user pain points and improved their overall experience. The final product aligned with Dialpad’s vision of seamless, AI-powered communication, making it easier for businesses to manage their operations effortlessly.
This project reinforced the importance of UX research, iterative design, and leveraging analytics to create meaningful, user-focused experiences.