Designing the next version before a line of it ships.

Two things at once. First, push the agent experience to be even simpler. Second — the bigger change — revise how workflows work so agents that could only talk by voice can now reach customers over SMS.

Adding a channel isn't a coat of paint; it reshapes the underlying flow. (Details are intentionally generalized here, since this isn't live yet.)

I start by standing in the user's shoes — what would I need if this were mine? That's only a baseline; I then dig into what real users actually need versus what I assume.

From there I ideate with the development team to learn the current backend structure and its limits, so the design is grounded in what's buildable. As we talk, I spin up AI prototypes to iterate fast and find a direction that feels genuinely clean, then build it properly in Figma — testing internally along the way.

I'm deliberately sharpening three things — collaborating with AI to prototype faster, communicating across teams, and testing with users more consistently.

The throughline is one skill: turning a vague, cross-functional problem into a shared, clear direction.

Continual collaboration and feedback. I show the work to many people and watch for what's confusing versus what's clear.

The bar: if users never sense how many hours went into planning the experience, we did it right. Effortless is the point.