- My role: Product designer
- The problem: Balto built a proprietary, real-time AI engine before the technology became ubiquitous, but its value was confined to a narrow desktop widget focused on agent-facing metrics. To capture larger markets, leadership launched an aggressive expansion into coaching and QA territory, requiring intensive design.
- Top outcome: Designed and delivered a comprehensive set of high-fidelity prototypes for a new Real-Time Coaching initiative, establishing the foundational product architecture and aligning the company around a shared vision.
Context and scope
Balto builds AI-driven listening software that analyzes live audio and streams real-time insights to enterprise call center operations. The initial product offering was highly effective but structurally isolated and difficult to scale.
Hired as a contract designer during a period of rapid growth, I partnered with product and design leadership to accelerate concept development and transform emerging machine learning capabilities into novel, cohesive user experiences.
Execution
- Product definition: Partnered continuously with the product manager to define scope and direction, translating raw feature requirements into low-fidelity wireframes and structural flows.
- Rapid prototyping: Designed high-fidelity prototypes spanning chat, alerts, interventions, and operational dashboards, creating alignment for stakeholder review and developer handoff.
- Iteration and systems merge: Facilitated daily review cycles with leadership and engineering teams, while systematically integrating evolving visual components and brand standards alongside the design lead.
