CloudCall

As a Product Designer at CloudCall, I led the redesign of the CloudCall app and its integration with Microsoft services, focusing on enhancing user workflows, improving collaboration, and increasing task efficiency for business users in sales and customer support.

Key Achievements at Cloudcall

Complete App Redesign:

  • Led the design of a native mobile app from scratch, delivering the first beta release.

  • Conducted a full redesign of the CloudCall app to improve usability, navigation, and task efficiency.

  • Simplified complex workflows, reducing task completion times by 20% for key actions such as call handling, transfers, and CRM lookups.

Microsoft Integration:

  • Developed seamless integration with Microsoft Outlook and Teams, enabling users to manage calls, schedule meetings, and sync contacts within the Microsoft ecosystem.

  • Improved communication processes, allowing users to handle daily workflows without switching between multiple tools.

Improved Call Management:

  • Introduced features such as drag-and-drop call transfers and an embedded contact panel to provide quick access to CRM data during calls.

  • Optimized the interface for managing multi-party calls and handling incoming call queues.

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Approach:

  • User Research & Discovery:

    • Conducted user interviews with sales and customer support teams to understand core pain points and daily workflows.

    • Ran SME (Subject Matter Expert) interviews and surveys to gather broader insights into user needs and system inefficiencies.

    • Facilitated usability testing to validate early design concepts and ensure solutions met user expectations.

  • Data & Insights:

    • Analysed feedback highlighting navigation challenges and inefficiencies in managing calls and customer information.

    • Used internal usage data to identify frequent error points and high-friction tasks.

  • Design & Prototyping:

    • Developed user flows, personas, and journey maps to define the MVP scope and prioritize essential features.

    • Delivered high-fidelity wireframes and interactive prototypes for user validation and stakeholder alignment.

    • Focused on streamlining call workflows, improving task prioritization, and reducing the number of clicks for common actions.

Design Solutions:

  1. App Redesign:

    • Reworked navigation to focus on high-frequency tasks, making essential actions more accessible.

    • Simplified the interface to reduce cognitive load during calls and customer interactions.

  2. Microsoft Outlook & Teams Integration:

    • Enabled users to initiate calls, manage meetings, and sync contacts directly from Microsoft platforms.

    • Integrated real-time call data sharing within Teams for improved team collaboration.

  3. Improved Call Management:

    • Added a drag-and-drop interface for transferring calls and managing call queues.

    • Embedded CRM data within the app, allowing for quick customer lookups during active calls.

  4. MVP Development:

    • Defined and delivered key MVP features based on research findings, focusing on the most critical user needs.

    • Collaborated closely with product and tech teams to ensure smooth implementation and iteration.

Results & Impact:

  • Improved Task Efficiency:

    • Users completed call-related tasks 20% faster with the use of the app, particularly in handling transfers and accessing CRM data.

  • Enhanced Productivity:

    • Microsoft integration reduced context-switching, improving overall workflow efficiency for sales and support teams.

  • Higher Collaboration Rates:

    • Integration with Microsoft Teams increased data sharing and communication across departments.

  • Positive User Feedback:

    • Post-beta testing feedback showed improved ease of use, faster onboarding for new users, and enhanced daily task management.

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