Convo Visualization
An informational tool to help illustrate UX phone call flows.
Role
Designer
Industry
Fintech
Duration
July 2025
Problem to solve
Telephony (phone menu) flows are opaque to business stakeholders and UXers alike. The technical diagrams contain details that obscure specific use cases/pathways. And this makes evaluating the conversationality of the call flow difficult.
Digestible presentation
I designed this visual to more accurately illustrate the surface-level experience when presenting to stakeholders. A project can include changes to multiple flows, and each is just a portion of the user's full experience. The convo visualization consolidates these pieces into one cohesive flow, highlighting the caller's point of view when navigating a phone menu.
An example of a caller's experience connecting to an agent.
A practical work resource
I built a template with instructions in Figma so colleagues can use the tool across projects consistently.
Graphics
I designed the phone graphic to help set the scene while presenting.
The speech bubbles as Figma components.
The template and an example conversation, along with directions for use.
Alternative illustrations of the phone used while presenting the conversation.
More images
An example of a technical flow that has been known to cause blindness.
This conversation is taken from that nasty flow. It highlights a specific use case and adds the full context of the call.