Business-Critical Insights AI Platform

Introduction

Problem Statement

Product and marketing managers often struggle to extract actionable insights from fragmented conversational data, missing out on critical non-verbal cues. Talka.ai solves this by using AI to analyze video and voice interactions, revealing deep customer pain points. This enables managers to align strategies with real needs, reducing churn and driving better outcomes in a competitive market.

*Some details have been altered or fictionalized to protect client confidentiality while preserving the core insights and design process.

Exposition

Role and Contributions

As a Product Designer, I led the design efforts for Talka.ai, focusing on creating an AI-powered platform that would turn complex customer interaction data into actionable insights. My responsibilities included conducting extensive user research to understand the specific needs of product and marketing managers, developing wireframes and interactive prototypes, and working closely with the engineering team to ensure the accurate implementation of these designs.

Mobile view of Talka.ai's dashboard showing pain points by market segment and acquisition channel. Designed by Lui Spadarotto, Product Designer.

Desktop view of Talka.ai's dashboard displaying pain points across market segments and acquisition channels. A sidebar features a video call transcript with Ralph Bridgeman. Designed by Lui Spadarotto, Product Designer.

Challenges

Risk Assessment

This assessment identifies key risks, evaluates their potential impact, and proposes mitigation strategies to ensure the project's success.

Risk Category	Description	Potential Impact	Likelihood	Mitigation Strategy	How Identified
Inconsistent Prioritization	Different teams prioritize features differently, leading to misalignment in product releases.	Delayed product launches, reduced product quality, decreased team productivity.	High	Implement a standardized prioritization framework across all teams to ensure alignment and consistency.	Identified through feedback from product managers during user interviews.
Dispersed Feedback Channels	Customer feedback is scattered across different tools, making it difficult to track and analyze.	Missed insights, reduced customer satisfaction, slower product improvements.	Medium	Develop a centralized feedback repository that integrates with existing tools to streamline feedback collection and analysis.	Identified from user feedback and analysis of current processes.
Manual Roadmap Updates	Frequent manual updates to roadmaps cause inefficiencies and inconsistencies.	Increased workload, errors in communication, misaligned expectations.	Medium	Introduce an automated feature for updating roadmaps to ensure consistency and reduce manual effort.	Highlighted by product managers as a recurring pain point during usability testing.
Siloed Teams	Lack of cross-functional visibility and collaboration leads to siloed decision-making.	Sub-optimal product launches, decreased organizational efficiency, poor team morale.	Medium	Enhance cross-team communication by providing tools that offer real-time visibility into project status and product roadmaps.	Identified through user interviews and observed during collaborative sessions.

Step-by-Step Execution

Action-Oriented Process

User Research & Insight Gathering

Conducted in-depth research to identify pain points faced by product and marketing managers. Collected feedback through interviews and user testing to inform the design process.

Wireframes & Prototyping

Developed detailed wireframes and interactive prototypes that visualized the platform's features, allowing for continuous user feedback integration and iterative improvements.

Design & Development

Collaborated closely with engineers to translate designs into a functional product, providing ongoing support to resolve any design-related challenges.

Collaboration

Worked in tandem with the engineering team to ensure the platform was built according to the designs, facilitating seamless integration of feedback and iterative design refinements.

Design Deliverables

Product Showcase

Talka.ai's dashboard showcasing a bar chart of pain points segmented by acquisition channels such as website direct, organic search, and online advertising. Designed by Lui Spadarotto, Product Designer.

Transcript search in Talka.ai's dashboard with a focus on Ralph Bridgeman's video call discussing centralization of processes for SMB market segment. Designed by Lui Spadarotto, Product Designer.

Talka.ai dashboard with transcript filtering options based on pain points, market segments, and acquisition channels, featuring a video call with Ralph Bridgeman. Designed by Lui Spadarotto, Product Designer.

Clustering interface in Talka.ai's dashboard, showing organized subcategories for keywords related to enterprise customer feedback. Designed by Lui Spadarotto, Product Designer.

Some details have been altered or fictionalized to protect client confidentiality while preserving the core insights and design process.

Zac Sun

Worked with Lui @ Talka.ai

What truly sets Lui apart is her talent for balancing design efficiency, aesthetic appeal, and B2B business requirements. Her profound understanding of the B2B product lifecycle enables her to create designs that are not only visually stunning but also highly functional and aligned with business objectives.

Lui collaborates closely with engineers, adjusting her designs to account for technical considerations.

Success Metrics And Outcomes

Everyone likes results

2022

Enhanced User Engagement

The intuitive design of the platform, combined with its comprehensive insights, led to increased user engagement. Talka.ai was recognized as one of the most promising AI companies by CB Insights in 2022/2023.

Improved Decision-Making

Talka.ai enabled managers to make more informed decisions by providing deep insights from customer conversations, decoding non-verbal cues, and analyzing speech patterns.

Operational Efficiency

The streamlined design process and close collaboration with the engineering team ensured the timely delivery of high-quality features, improving overall operational efficiency.

Addressing Potential Concerns

Usability: The app's user-centered design approach effectively addressed and resolved usability challenges, ensuring a smooth and intuitive experience for all users.
Consistency: Maintaining a comprehensive style guide was pivotal in delivering a consistent design across platforms, enhancing the user experience and brand continuity.

Additional Insights

Visual Explorations

High-fidelity prototype/animation created with Figma.

Conclusion

Work impact

The Talka.ai project was a testament to the power of user-centered design in leveraging AI to solve complex business challenges. As a Senior Product Designer, this project allowed me to deepen my expertise in designing AI-powered tools that drive actionable insights from customer interactions. By focusing on understanding the needs of product and marketing managers, we created a platform that not only improved decision-making processes but also set a new standard for engagement and operational efficiency.

Throughout the project, the collaborative effort between design and engineering was critical in ensuring that the platform was both intuitive and powerful. The success of Talka.ai - evident in its recognition as one of the most promising AI companies by CB Insights - highlights the importance of combining cutting-edge technology with a user-focused approach.

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