Kixie Mobile Dialer

Designing the future of sales on the move

I led the design of our Kixie Mobile app to efficiently connect agents to leads using AI-powered calling and texting. This app provides flexibility for users to continue communicating via calls and texts when the go. It complements our web-based power dialer by enabling mobile access to ongoing conversations.

Role

Product Design Lead

Duration

June - Aug 2025

Tools

Figma

Maze

Otter.AI

Skills

Product Design

User researching & testing

Stakeholder management

Mobile Design System

Facing the Problem

Agents are in transit, between meetings, or working remotely, and they need more than just a way to log calls on their phones. What they truly need is a mobile-first experience that feels as fast and responsive as they are, something that lets them call, text, and access CRM data without friction.

Sales reps today are no longer tied to desks.

Key Patterns

50%

of qualifying leads drop after 5 minutes

Harvard Business Review, "The Short Life of Online Sales Leads"

25%

increase in win rates when sales teams have mobile enabled CRM tools

Nucleas Research, CRM Value Matrix

14.6%

increase in conversation rates with mobile access to real time conversations

Salesforce State of Sales Report

Research

I led discovery alongside our product team, conducting 20+ contextual interviews with SDRs, AEs, and RevOps leaders. I presented our first Voice of Customer initiative where I developed the company’s initial customer archetypes to drive advocacy and embed user-centered thinking across the organization. These archetypes clarify who we’re building for, their use cases, and their pain points for the purpose of shaping products that are truly user-centric.

Key Patterns

Lack of access on the go

52% of our clients work on the go and needs a reliant mobile access with existing data synced.

Security and Compliance risks from personal device use

Without a secure mobile solution, reps often use their personal phones for business calls, raising concerns around data security, call recording compliance, and lack of auditability.

Cross-platform sync

Cross platform nteractions need to be synced with their CRM. This creates gaps in call records, reduces data accuracy, and adds time-consuming manual logging tasks.

Process

Design System

As a 0 to 1 initiative, I created a mobile-first design system that scaled with Kixie’s growth, cutting down on inconsistencies across our products and making collaboration with engineering smoother. By standardizing core interaction models, unifying patterns like SMS threads and call history, and introducing design tokens early, I built a consistent foundation that not only aligned mobile with web but also streamlined handoffs and set us up for long-term scalability.

Solutions

Kixie Mobile Dialer enables seamless calling on the go, helping agents stay connected and never miss a lead. All interactions sync automatically for a smooth, efficient workflow.

When an outbound or inbound call occurs:

CRM Sync

No data lost

Agents can now access synced PowerCall and CRM data directly from their phones, ensuring quick access to key information with minimal onboarding friction. This mobile experience helps them stay connected and responsive wherever they are.

Speed to lead

Just one click away

The enhanced SMS system turns quick responses into meaningful connections. Agents can access ready-to-use, customizable templates directly from their dashboard and reply to leads with a single click. This results in faster communication, consistent messaging, and a smoother experience that drives stronger engagement and conversion.

Focus on conversations

Not the app

Kixie Mobile empowers agents and clients to stay focused on lead growth, not setup hurdles. They can effortlessly configure their connection boosts, assign business phone numbers, and manage their online status directly in the app anytime, anywhere. The result is faster onboarding, smoother workflows, and uninterrupted momentum in maintaining client relationships.

Impact

Before launch, I validated the Kixie Mobile App with 15+ sales reps through Maze and moderated Zoom sessions. Participants represented our core sales rep archetypes, ensuring coverage across different selling environments such as on-the-go, between meetings, and remote work setups. This hybrid approach gave us quantitative scale and qualitative depth.

Task Completion Rate

Measures critical flows on call history, initiating outbound calls, and switching between texts and CRM views.

Time to Successful Call

How long it takes a new user (first-time experience) to place their first successful outbound call.

System Usability Score

Perceived usability score through 10 question survey.

Next Steps

We’re collaborating closely with our offshore developers to bring the new Kixie Mobile App to both Android and iOS. The foundation of this app is built around one principle: speed to lead. By rethinking the mobile experience from the ground up, we’re not just solving today’s friction points, we’re setting the stage for what comes next. This solid foundation unlocks the future of our AI roadmap, from conversation intelligence to AI voice agents and beyond. Stay tuned!

Let's get in touch!

I'd love to hear from you and explore collaboration, answer your questions, or simply chat.

© Christine Wang 2025