Portfolio
Inbound Calling
Summary
I designed HubSpot’s net-new Inbound Calling product to help service and support teams provide quality customer care, through a more connected workflow, built on the powerful foundation of a world-class CRM.
To achieve this– besides just crafting a solution, I worked closely with cross-functional partners to enhance the overall HubSpot Calling experience by tackling some gnarly technical & systems challenges such as; rethinking our rigid manual object association model in order to properly align call data with other core objects in the CRM and scaling components and philosophies within our design system to more flexibly meet customer calling workflow needs, and better support upcoming features.
Additionally, I successfully navigated a constraint rooted in HubSpot's tech stack, which had initially appeared to make inbound calling entirely unfeasible.
I also ran experiments on next steps to unify the disparate inbound and outbound calling products into a single Bi-directional calling experience. This all resulted in one of the ServiceHub’s most successful product launches and a total game changer for support teams using HubSpot.
*The artifacts and details of this work are under strict confidentiality.
Please connect with me, and I'd be happy to walk you through an in-depth case study.
Calling Vision
I took on the task of defining and crafting a vision for the service rep calling experience in HubSpot’s HelpDesk; a centralized multi-channel workspace for customer service teams.
Leading and facilitating a series of cross-functional workshops to help stakeholders across my organization come to a deeper and more tangible understanding of our Service Rep needs, I worked on getting us all aligned around a core mission: Enhancing support team collaboration and efficiency in shared workspaces.
Through a bi-modal research approach, I defined the core challenges that differentiate communication channels like Calling, from text-based channels like email, SMS and Chat. Distilled into it’s simplest form, the key distinction is synchronicity: Phone calls have a lot of urgency in the here and now. They don’t adhere to the traditionally linear support triage workflow, however they must work in harmony with other support channels that do.
By setting a vision, we could empower reps to deliver exceptional customer service by harmonizing their calling and text-based channels in a team workspace, allowing them to leverage each other’s strengths and specialized skills in real-time, and creating a truly collaborative support rep experience.
I also set strategy and direction for our 3rd-party calling integrations, and defined how we supercharge our rep workflows at critical points, eliminating mundane and repetitive tasks through the power of automation and artificial intelligence.
*The artifacts and details of this work are under strict confidentiality.
Please connect with me, and I'd be happy to walk you through an in-depth case study.
Instagram Sales Channel
I worked on the first iteration of the globally successful Instagram sales channel with the goal of making conversion from social media more attainable.
The results were significant revenue growth for merchants and small businesses in over 60 countries, bringing them closer to millions of daily active users on Instagram. Businesses like ORO L.A, who saw an almost 30% jump in conversion within a month of opting into the beta release.
This in-app shopping feature has now become one of the most iconic components of the Instagram platform experience.
