Revenue: 2.2+B
Employees: 1,200+
UX Lead; Research, Strategy & Design
Product Managers (2)
Software Engineers (7)
Support Specialist (5)
Copy & Legal Writers (2)
Feb 2024 - Oct 2024
Quick Overview
Problem
Dialpad lacked a native Microsoft Teams voice integration — a blocker for IT admins seeking centralized, enterprise-grade calling. Setup via third-party tools was slow, error-prone, and highly technical.
Goals
Build a first-time setup experience from scratch
Empower IT admins to deploy voice in Teams without engineering support
Handle complex edge cases like domain mismatches and partial syncs
Reduce onboarding time to accelerate adoption and sales
Solution
I designed the entire admin setup flow 0→1, including authentication, configuration, and user provisioning.
This included:
A modular setup flow with clear status indicators
Human-readable sync states with corrective actions
Copy and UI patterns built for non-technical users
Collaboration with engineering to define backend logic
Impact
80% reduction in setup time
Fewer provisioning errors and support escalations
Frequently cited in enterprise sales as a key differentiator
Laid the groundwork for future integrations with other platforms
Reduced onboarding friction in pilot programs, leading to faster time-to-value
Problem and goals
Creating a first-ever admin experience to integrate Dialpad with Microsoft Teams
Dialpad had never offered Microsoft Teams voice integration before. With Teams becoming the primary collaboration tool for many enterprises, this was a major blocker in sales conversations - especially for IT leaders seeking centralized workflows.
Hence, it is pivotal for us to build a set-up flow that would allow IT teams to confidently configure Dialpad calling and user provisioning inside Teams, without deep technical expertise or third-party workarounds.
As more companies adopted Microsoft Teams as their central collaboration tool, IT teams ran into a major blocker: enabling advanced calling features often required navigating a complex maze of third-party tools or expensive Microsoft licenses.
For admins, setting up Dialpad's integration meant juggling technical configurations, managing user provisioning, and troubleshooting sync errors — often without clear guidance or feedback.
We needed to design a seamless, intuitive setup experience that would make launching AI-powered voice inside Teams simple, secure, and scalable.
With the problem in mind, we asked:
How might we reduce the time and friction required to launch enterprise-grade voice in Microsoft Teams?
How might we make it easy for IT admins to configure voice calling in Teams without needing technical support?
Solutions
First Self-Serve in Direct Routing Set-Up
We introduced a flexible configuration system that enables HR admins to assign benefits through dynamic rules or manual selection—reducing errors, saving time, and scaling with workforce complexity.
This solution empowers HR teams to confidently create, manage, and assign benefits to employee classes at scale, all within one transparent, centralized workflow.
Step-by-step Setup
I structured the setup into digestible steps, each focused on a single action. This helped admins maintain context, especially when switching between Dialpad and Microsoft environments.
User Sync Status Panel
“The sync dashboard shows real-time status for every user, with human-readable labels like 'Unmatched' or 'Pending Role Assignment'. Each status includes a next step so admins know exactly how to resolve issues without calling support.”
“Color-coded indicators and concise status descriptions give admins instant visibility into provisioning progress — what’s complete, what needs attention, and how to fix it.”
Edge Case Handling
“When domain mismatches occur, the UI flags the issue and offers admins specific resolution options — like verifying domains or manually mapping users — instead of leaving them stuck or guessing.”
“We built logic into the flow to catch common setup failures before they happened — like attempting to sync users with incomplete profiles — and surfaced those issues with actionable feedback.”
Research & Strategy
Breaking down the flow for the admins
To understand the requirements, I conducted working sessions with Dialpad’s solution engineers — the unsung heros who had manually helped enterprise clients integrate Teams in the past.
These interviews revealed:
Common admin pain points (e.g. domain mismatch, failed syncs)
Critical technical steps: domain matching, OAuth flows, provisioning logic
Platform constraints & Common edge cases: sync failures, mismatched users, permission gaps
High-friction points in onboarding that previously required human intervention
These insights became the foundation for a setup experience that could operate without requiring support tickets or technical walkthroughs.
To reduce complexity and cognitive load, I structured the setup into three distinct phases:
Authentication: Securely connecting Dialpad to Microsoft 365 via OAuth
Configuration: Matching domains, setting up routing logic, managing permissions
Provisioning: Syncing users, assigning roles, resolving mismatches
This modular approach allowed us to handle failure states cleanly, isolate platform logic, and make troubleshooting easier for both users and internal teams.
Design
Translating technicalities into simple and intuitive self-service UIs
Decision:
One of the most error-prone steps was user provisioning. I partnered with engineering and product to define every possible sync status, then translated those technical outcomes into human-readable labels.
Each status included:
Clear visual indicator (color + icon)
Short description of what it meant
Next steps (if any) for the admin
This reduced ambiguity, minimized support tickets, and helped admins resolve issues on their own.
User provisioning in Teams is rarely perfect — domains may mismatch, user accounts can be incomplete, or syncing may partially fail. IT Admins are more technical and would like to understand the failure Admins needed transparency into what succeeded, failed, or needed attention.
I partnered with engineering to define every possible user sync state, then designed a system of:
Plain-language labels (e.g. “Unmatched user,” “Sync successful”)
Color-coded indicators and icons for quick status scanning
Contextual guidance with next steps or call-to-actions
This clarity allowed IT admins to fix errors independently — reducing support load and increasing trust in the system.
Why: This was one of the top failure points during pilot rollouts.
Hurdle: Explaining domain mismatches in plain language is hard without making assumptions about the admin’s technical knowledge.
Solution: Added dynamic explanations based on detected issue (e.g. “Wrong admin role, learn more”)
Impact & learnings
Scalable Self-Service in Direct Routing Set-Up
I designed the entire admin experience from the ground up, creating a modular, step-by-step flow that made it easy for IT teams to configure voice calling in Microsoft Teams.
The flow guides admins through secure authentication, domain setup, and user provisioning with built-in logic for edge cases like mismatched domains or sync errors. A real-time dashboard gives visibility into user statuses, while concise microcopy and visual cues ensure the experience is intuitive for both technical and non-technical users.
This 0→1 system helped Dialpad deliver an enterprise-ready integration that’s fast to deploy, easy to manage, and designed to scale.
Impact
80% reduction in setup time for IT admins
50% drop in support tickets related to Teams provisioning
Enabled sales teams to close enterprise accounts requiring Teams support
Created a reusable setup framework for future integrations (e.g., Zoom, Slack)
Reduced onboarding friction in pilot programs, leading to faster time-to-value
