– present
Dialpad Team work
Lead design team for our Support and Analytics products, DRI'd three major launches, grew team from 2 to 8 designers.
I moved into design management at Dialpad after several years as an individual contributor. I was invested in the company’s mission and saw a chance to help our design team scale. I wanted to create the kind of environment where designers could do their best work, felt safe, and a little bit of fun.
As the Design DRI for Dialpad’s support and sales products (about a third of the business), I lead a team of six to eight product designers ranging from junior to staff level. I’ve hired, promoted, and reorganized the team as our needs evolved. I built tools and rituals that help us do our best work, like a shared design notebook, structured feedback system, and a few AI-powered helpers we built ourselves. My focus has been creating an environment where designers can grow in craft and confidence, whether that’s storytelling, front-end coding, or strategic thinking.
The results show up in both the team and the product. Our feedback system cut design review cycles nearly in half, our internal tools are now used company-wide, and several designers I’ve coached have stepped into leadership roles. On the product side, a recent major launch drove record engagement and revenue growth: 15.0M messages (+14.8%), a 10% lift in Scorecard usage, +37% new customers, +14% upsells to existing support customers, and +84% expansion among current ones, and over $230K in additional monthly recurring revenue.
Most people don't want to learn a BI tool. They just want answers. My team designed an LLM-powered chat experience that sits on top of Dialpad's analytics and responded with interactive charts you can share.
Designers: Pablo Martel, Maite Esandi
Most dashboards show everything and let you sort it out. However a supervisor and an agent need completely different information. This feature adapts to your role, giving supervisors a view of their team and agents a clear picture of how they're tracking.
Designers: Paolo Duarte
Our old chatbot looked dated and needed a human behind every answer. We overhauled it, pairing a visual refresh with generative AI that handles the easy stuff and hands off the hard stuff to a human.
Designers: Pablo Martel, Aykut Durmayaz
IVR systems (phone trees) are hard to design and even harder to maintain when they live in forms and text fields. We designed a drag-and-drop visual editor that lets anyone see exactly how their phone system is wired and edit it without being an expert.
Designers: Paolo Duarte
