Brought in to lead the website function after the previous manager’s exit, I saw an opportunity to do more than just maintain the site—I saw a chance to redefine its role entirely.
As Lead Designer, I led the strategy and design for talkdesk.com, building a user experience that reflected Talkdesk’s innovative approach to customer service. I developed a new design system, collaborated closely with cross-functional teams, and ensured the website embodied Talkdesk’s brand values and mission.
I crafted a new vision: from a CCaS player to a serious challenger in the CX space and pitched it directly to the CMO and CEO.
The idea was simple: the website should become a flagship experience for the brand and a scalable pipeline engine for the business. With a clear strategy, lean team, and strong conviction, I secured full stakeholder buy-in—aligning product, marketing, and brand leadership around a shared direction.
With a tight-knit team and limited resources, we moved fast. I led the initiative across every layer—from strategy to UX, design systems to content governance, and cross-functional delivery.
One of my early wins was shifting the creative direction. I convinced the brand and creative team to ditch overused stock assets and embrace AI-generated imagery via Midjourney. It gave Talkdesk a fresh, distinctive look overnight—expressive, premium, and future-forward.
This wasn’t a cosmetic update. It was a strategic replatforming tied directly to revenue and positioning. Anchored in a new AI-powered CX narrative, our work focused on bringing the brand story to life through user-centered design, simplified navigation, and conversion-first journeys.
We launched two parallel initiatives:
• Website Conversion Labs: Quick-win experiments to boost performance and funnel completion
• Website Refresh: A phased redesign aligned with our new brand identity and messaging system
User research showed us that enterprise and commercial customers shared core pain points. We translated those into three strategic levers:
• Simplify navigation: Fewer, more purposeful paths to high-value actions
• Focus on conversion: Demo CTAs, clear entry points, and reduced friction
• Clarify product messaging: Cleaner structure, smarter naming, and stronger positioning
+140% increase in demo requests from organic search
Product page engagement soared (Copilot +150%, Autopilot +93%, Omnichannel +107%)
Engagement time per session up 3.3%
Menu clicks up 110%
The new talkdesk.com repositioned the company from a CCaS player to a serious challenger in the CX space . It’s now a platform for brand storytelling, product discovery, and revenue growth—and a proof point for how much can be delivered with focus, clarity, and a small, high-impact team.
