Call Visualization
A presentation tool to illustrate the UX flow of a phone call.
The basic template of the tool.
Simple storytelling
I found it hard relying on technical diagrams to present phone call experiences to stakeholders. The diagrams show all possible paths for the caller, rather than a discrete journey. To help audiences follow along and evaluate the flow of conversation, I made this tool.
Here's an example of a technical diagram, containing not only all the possible paths for the call, but also the software logic. These diagrams are the deliverable I hand off to the developers.
This conversation is taken from that nasty flow. It highlights a specific use case and adds the full context of the call.
The user's POV
Callers don't know or care about the underlying mechanisms of the phone system. I use this tool to remind stakeholders what callers do care about: the surface-level interface.
This conversation was part of a project that used new natural-language-processing technology. The new tech was less reliable at hearing the caller, however. To support users, the system switches to the more reliable touch-tone technology when the NLP has trouble.
I illustrated the phone to set the scene of the caller's perspective.
A work resource
I built a template with instructions in Figma so colleagues can use the tool across projects consistently.
