2024 - 2025
CallRail Labs • CallRail • SaaS, Marketing, AI
Accelerated product discovery, design, and testing of new AI features and products.
Problem space
As AI tools increase in number and capability, there was a need for a rapid iteration and deployment framework that enabled the company to quickly design, test, and deploy new products and services.
Need to coordinate development, testing, and launch of new alphas across multiple departments and functional teams.
User archetypes
CallRail AI Team and department leads
CallRail Individual contributors
Process and organizational bottlenecks prevent free flow of information to key stakeholders, lack of cross-functional teams.
Product strategy
By taking on a lead role and utilizing service design skills, I was able to streamline the process of sourcing interviewees, distilling user research data, and keeping key stakeholders informed.
Key objectives
Key results
4
New features introduced.
Questions asked, appointment scheduling, multi-conversation insights, caller profile.
Streamline communication.
Remove organizational bottlenecks and participate in cross-functional teams comprised of key stakeholders from across the company.
Accelerate product discovery by pooling research.
Coordinated with sales and marketing to identify customer cohorts invited to participate in interviews and usability testing regarding Labs Alphas. Led creation of combined customer research database.
1
New product release.
Convert Assist bundles three of the most powerful AI features into one product.
Pain points
Need for an improved methodology to rapidly design, test, and iterate on new AI-based features.
Remove silos between departments.
Worked closely with content and visual design to create internal workflow facilitating rapid design iteration and production. Service design across several departments within the company.
9
AI features designed and tested.
Accelerated product discovery, user interviews, and usability testing.