Aircall.io is a company that offers a simple online platform for sales and support staff to configure and manage their inbound and outbound calls. ‘Smartflows’ is the name given to the area of the platform which deals with call routing and what happens when someone calls a specific number (what options they are given / which team the call is sent to etc). The team was hard at work redesigning this area of the platform but had a number of open questions about how the end call area of the flow (e.g. call-back, voicemail etc) should work.
In addition, there was existing evidence from support tickets that there was a steep learning curve for new users. I supported the team on organising and moderating some user testing and evolving our UX patterns in both areas