Role
Product Designer
Problem
A proven technology constrained to a single product, limiting expansion into new markets.
Top outcome
A new product line supported by validated prototypes and renewed organizational confidence.
Balto builds AI-driven listening software for large call centers. Prior to this project, their core product—Real-Time Guidance—was a desktop application that delivered automated suggestions and encouragement during live customer calls. While effective, it was narrow in scope and constrained future growth.
Building on Balto’s machine learning foundation, I conceived and validated multiple user flows that resulted in a new product offering, Real-Time Coaching. The module introduced a native chat experience and an array of data-visualization tools, giving managers an at-a-glance view of team activity and productivity.
