my work.
2023 – 2024
Calling Vision
I crafted a product design vision for HubSpot Calling , specifically the rep and team calling experience in Help Desks, Inboxes and other multi-channel customer support workspaces.
Process:
I led and facilitated a series of cross-functional workshops to help stakeholders across the organization come to a deep understanding of service team needs. Further, I defined and then created alignment around a core mission: Enhancing collaboration and efficiency in team workspaces for service reps who make and receive calls.
Rationale:
In contrast with text-based channels, calling experiences have a key distinction: synchronicity.
Phone calls have a ton of urgency in the here and now, and don’t adhere to the traditionally linear support triage workflow. Therefore, delivering an experience centred on real-time prioritization, collaboration and efficiency during support calls is essential.
I focused on key areas of the support rep calling experience like harmonizing calling with text-based channels in team workspaces and delivered a scalable routing system to address the needs of service organizations at various maturity levels— thereby enabling reps to leverage each other’s strengths and specialized skills in on-the-go, and creating a truly collaborative service rep experience.
Outcomes:
With this vision; I defined, rigorously tested and successfully delivered a tangible strategic direction for the 3-year horizon of HubSpot Calling—helping strengthen and empower rep teams to deliver exceptional customer service.
I also set strategic direction for our 3rd-party calling integrations, and defined how we supercharge rep workflows at critical points, eliminating mundane and repetitive tasks through automation and artificial intelligence.
*The artifacts and details of this work are confidential.
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