2023 – 2024
Calling Vision
Summary:
I defined and crafted a product design vision for HubSpot Calling , specifically the rep calling experience in Help Desks, Inboxes and other centralized multi-channel workspaces for customer service teams.
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 enhancing real-time prioritization, collaboration and efficiency during support calls was essential.
Outcomes:
Through this vision, I helped empower rep teams to deliver exceptional customer service by testing and delivering an array of product concepts and laying out a well-defined 3-year horizon for HubSpot Calling.
I focused on key areas of the support rep calling experience; harmonizing calling with text-based channels in team workspaces and delivering a scalable routing system to address the needs of service organizations at various maturity levels— enabling reps to leverage each other’s strengths and specialized skills in on-the-go, and creating a truly collaborative service rep experience.
I also set strategic direction for our 3rd-party calling integrations, and how we could supercharge our rep workflows at critical points, using automation and artificial intelligence to eliminate mundane and repetitive tasks.
Make it stand out.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Make it stand out.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
