Talkdesk
Restructuring call automation to drive confidence
Year
2023 (4 months)
Team
1 designer (Fanny), 1 PM, 1 tech lead, 5 engineers
Talkdesk’s Dialer helps businesses automate over 1.5 million outbound calls each month for marketing, customer support, and fundraising campaigns. To maximize successful outreach, businesses could tap into a range of configuration options, such as choosing the right number to call first and the right time. However, they struggled to use these settings effectively. The options were often misunderstood, making it unclear how calls would actually be placed. As a result, businesses avoided customization altogether, affecting the campaign efficiency.
Through research, I identified that the biggest blocker was users’ inability to predict what would happen when they adjusted settings. While I initially explored incremental UX improvements, I ultimately restructured the experience around a sentence-based format, bringing call logic at the forefront while making it easier to read and understand. Testing confirmed that users could now confidently set up automation.
Beyond positive customer feedback, the new design not only improved immediate usability for customers and the Customer Success team but also created a scalable foundation for future capabilities.
The solution
The transformation
Impact
Business
A scalable foundation for future capabilities
More options requested by customers can be added in the future without having to redesign the experience.
Users
Customer satisfaction
“I like it, this is so much clearer and better than what we use right now. I can understand how the whole thing works.”
Internal team workflow
“This version is so clear, it follows how we do demos with clients. This is really helpful.”
Team
Process: Introduction of Usability Testing
“I’m happy we took the time to test with customers and internally. That’s not something we do. The feedback was helpful to get there.”