Dialpad Business Intelligence

Saved supervisors from 10 hours of mindless calculations and work-arounds per week with Dialpad Business Intelligence

Flexible customized reporting for call center supervisors in UCCaaS, integrated within the Dialpad AI experience.

Project overview + Impact
I designed the look and feel for Dialpad Business Intelligence. I conducted research and an accessibility audit with a small pilot to inform our go-to-market plan. I leveraged those findings to implement remaining use cases and edge requirements, set up dashboards to track user behavior. I partnered with Content, Training, Product Marketing, Customer Support, and Sales for the last mile to ensure adoption.

Role
Senior product designer

Team
1 PM, 1 Tech lead, 4 Engineers.

Timeline
Q2

Responsibilities
User research, Accessibility audit
Rapid prototyping, UI Design

Designed and implemented feature education with tracking
Co-created help documentation & content strategy

Supervisors and managers for mdm/ent call centers need robust customization and data for their workflows, contained within the Dialpad software ecosystem. Dialpad’s current 1-size fits all dashboard analytics fell short, I partnered with product and eng to integrate a 3rd party solution into Dialpad’s look + feel.

Problem

What should the
BI experience look and feel like?

Collaborated with partners to align on BI being a historical reporting experience within Analytics, defined use cases, constraints, and architectures for the pilot. I mapped our data and content strategy to seamlessly integrate with Looker’s complex integrations requirements.

Primary use cases

User research + learnings

I planned, conducted, and synthesized usability tests alongside product.

User education + strategy

User testing highlighted issues with adoption and ease of use. I advocated a user education strategy to mitigate that.

Project Timeline Overview
Now that we’ve seen what Business Intelligence looks like, it’s time to discuss some quirks with the project’s timeline.

Design and eng were handled on-time, but our product owner left leaving the product short-handed. BI was a more complex launch than Dialpad was used to, and without a PM things got stuck in limbo. I jumped in to help cover the gap where I could, assisting with go-to-market efforts alongside the director while they looked for a backfill. That looked like engaging with the early access group, onboarding sales, customer support, help documentation, and product marketing.

Challenges + How I Overcame Them
Eng and product didn’t think their technical POC would be hard to use
I brought them along to usability tests so they could see and hear the users struggle to use their product.

Call centers are frustrated with their standard technology, and will endure a bit of pain for advanced technology
They were willing to invest in initial training once they saw the value with the tool. I believe this can be attributed to the law of aesthetic usability, and confirmation bias around us already having ai.

We lost our Product Owner halfway through, requring design to be flexible and wear additional hats
I helped run team ceremonies, and shared product responsibilities with the Director of Product when it made sense. That included collaborating with Product Support, Product Marketing, writing Help documentation, and onboarding Sales.

Our Looker integration introduced hard constraints
Product made the call to expedite R&D by integrating Looker’s business intelligence tool, giving design limited ability to style the I-frame. I had to study the documentation and collaborate closely with eng to make the transitions as seamless as possible.

What’s next?
We need to invest in an end-to-end content strategy
Research uncovered the data has different names in the wild, and internally we discovered the data is inconsistently calculated across Dialpad Analytics. Due to current resourcing the effort was backlogged.

Integrating ai into Business Intelligence
I provided the research and designs as a North Star. Product backlogged these priorities due to resourcing.