L.JULIAN

L.JULIAN

L.JULIAN

AI powered
Call Center

AI powered
Call Center

Calliope is an advanced outbound call automation and scheduling tool specifically designed to increase the efficiency of call centers in Japan.

Calliope is an advanced outbound call automation and scheduling tool specifically designed to increase the efficiency of call centers in Japan.

Timeline:

JUL 2023 ~ JUN 2024

Team:

Scoville

Platform:

Web SaaS

My Role

Senior Product Designer

Core Team

  1. Product Manager

  2. Account Manager

  3. Lead AI Engineer

  4. AI engineer

  5. Full Stack engineers (3)

Methods

  1. Ideation

  2. Product Discovery

  3. Product Design

  4. Prototyping

  5. Usability Tests

  6. User Interviews

43

43

Design Pages

Design Pages

6

6

Design Iterations

Design Iterations

Tech System

Tech System

Web App

Web App

Web App

AWS Connect

AWS Connect

AWS Connect

The Challenge

Support Call Center Manager's Coaching, Onboarding and training with AI systems.

In Japan, bespoke call centers face taxing workflows, large staff counts, and strict regulations that limit call automation.


On top of these systemic constraints, our client struggled with management obstacles; particularly in coaching and performance reviews. The challenge was to explore how AI could alleviate these pains while respecting the unique legal and operational context.

Our client struggled with management obstacles; particularly in coaching and performance reviews.

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My Mission

Support the Vision of Product Design through Experiementation

As a Senior Product Designer, I was the owner of the Design and Experience Principals in a User Need level. Rather than focusing on high-end visual design, I approached the challenge with experimenting with:


  • Paper Prototypes.

  • Clickable prototypes in Figma.

  • Advance prototypes in Protopie to simulate call center flow.


This experimentation process led me and my team discover the JTBDs, Needs, and User Archetypes of the Complex Call Center system.

As a Senior Product Designer, I was the owner of the Design and Experience Principals in a User Need level. Rather than focusing on high-end visual design, I approached the challenge with experimenting with prototypes.

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The Discovery

Disconnect between AI Business Objectives and Real User Problems.

While the product roadmap focused on early AI adoption, frontline staff were struggling with basic digital transformation.


Manual workflows dominated daily operations, and their CTI and CMS process was failing to support overall call center performance.

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New Focus

Bridge the Gap Between Staff and Business Needs.

The business prioritized early AI adoption, but users needed practical digital tools to replace manual workflows.

I led discovery experiments, and designed prototypes, that reframed the problem. This work aligned the product vision with real user needs while uncovering opportunities that supported business goals more effectively.

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Buyer Persona

Call Center Manager

High-Level Jobs to be Done:

  • Train and Onboard Staff.

  • Schedule Tasks.

  • Make Call Lists out of CMS.

  • Listen Call-per-Call to identify Staff performance bottlenecks.

  • Oversee Staff Performance.


Major Pains:

  • Hectic workload and work-flow.

  • Call-per-Call analysis is unsustainable.

  • The system is overwhelming, making it easy to make mistakes that impact staff tasks.

  • No easy way to uncover what could be wrong with call operations.

High-Level Jobs to be Done:

  • Train and Onboard Staff.

  • Schedule Tasks.

  • Make Call Lists out of CMS.

  • Listen Call-per-Call to identify Staff performance bottlenecks.

  • Oversee Staff Performance.

Call Center Staff
Call Center Staff
User Persona

Call Center Manager

High-Level Jobs to be Done:

  • Starting task announcement.

  • Navigate call task list.

  • Make annotations from call results.

  • Distribute result notes through-out the system.

  • Manual dialing in case CTI breakage.

  • Manual time on task notification.


Major Pains:

  • Hectic workload and work-flow.

  • Stress inducing note and task sharing.

  • Daunting tech-learning.

  • Slow workflows that affected personal performance.

High-Level Jobs to be Done:

  • Starting task announcement.

  • Navigate call task list.

  • Make annotations from call results.

  • Distribute result notes through-out the system.

  • Manual dialing in case CTI breakage.

  • Manual time on task notification.

User Persona

Call Center Manager

Call Center Staff

Calliope V.4 to Calliope V.6

AWS Native Call-Center System vs Bespoke Call Center.

Product Design

Bridge the Gap Between Staff and Business Needs.

While keeping our vision, I was responsible of designing and help plan the UX&UI design of Calliope for both user types. The designs consistent and WEB SaaS screens of:

  • Login & Registry.

  • Admin settings.

  • Call and Performance Dashboards.

  • Call Campaign Metrics Dashboards.

  • Call Staff Metrics.

  • Overall Call Center System.

  • CMS Smart Filtering System.

  • AI Summarization Components.

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Design Components and System

Results

  • Delivered an intuitive, accessible experience that empowered staff across all ages and backgrounds to adopt the system with confidence.


  • Tripled call handling efficiency by redesigning workflows, enabling staff to complete calls faster and with less friction.

  • Call future proof automation that increased Call Center's Manage performance and guidance.


  • Equipped managers with real-time performance monitoring, providing clear visibility into campaign progress and agent productivity.

Take aways and Learnings

  • This was a quite complex problem to tackle. We had various users from different backgrounds, ages, and responsibilities—making it hard to navigate the focus.


  • The product and service UI was indeed incredible functional but I wished to have more time to give the visual design even more fines.

  • Our team was passionate, hard working, and dedicated. For us it was a hard decision not to work on the call center after knowing that AI was not the focus, and we managed to pull through something valuable for the call staff.

Tools and Services

Figma Logo
Figma Logo

Figma

Notion Logo
Notion Logo

Protopie

Notion Logo
Notion Logo

Notion

Figma Logo
Figma Logo

Adobe Illustrator

Notion Logo
Notion Logo

AWS Connect Documentation

U-NEXT Search

PRODUCT DESIGN - MULTI DEVICE

U-NEXT Search

PRODUCT DESIGN - MULTI DEVICE

U-NEXT Search

PRODUCT DESIGN - MULTI DEVICE

U-NEXT Search

PRODUCT DESIGN - MULTI DEVICE

U-NEXT Search

PRODUCT DESIGN - MULTI DEVICE

Prompt Mine UXR

PRODUCT STRATEGY - RESEARCH

Prompt Mine UXR

PRODUCT STRATEGY - RESEARCH

Prompt Mine UXR

PRODUCT STRATEGY - RESEARCH

Prompt Mine UXR

PRODUCT STRATEGY - RESEARCH

Prompt Mine UXR

PRODUCT STRATEGY - RESEARCH