Rize

Product

About

From a conversation to the next step.

A connected workspace for home-service teams to handle calls, learn from conversations, and turn customer needs into reviewed next actions. My work spanned product research, strategy, interface design, and identity.

My role: Founding designer
Discipline: Product design, research, strategy, brand
When: May–December 2024

The starting point

The conversation is only part of the job.

A home-service call carries more than a potential booking. It contains the customer’s situation, the rep’s approach, and the details the next person will need.

Early research centered on owners who trained teams through scripts and ride-alongs. Recon, reusable playbooks, and the call-center direction each addressed a different part of that workflow.

Rize live call workspace with caller context, notes and next actions — One customer, one context. Current portfolio prototype · demonstration data.

Incoming calls

Make the call state unmistakable.

Incoming, connected, processing, and ready-for-review states each ask something different of the team. The caller stays recognizable as the interface moves between them.

The incoming-call surface brings routing and answer controls together. During the conversation, the call can stay expanded for focused work or collapse beside the rest of the workspace.

Incoming call from Sofia Rivera with team routing and an answer control — Incoming call and team routing. Current caller experience · simulated scenario.

During the call

Keep the useful details within reach.

The live call brings the transcript and playbook together. A prompt can help the rep ask for a missing detail while the customer’s words remain visible.

The surrounding workspace preserves notes and caller context, so ending the call does not mean starting the work again.

Connected Rize call with a live transcript, playbook tab and suggested question — Transcript, playbook and the next question. Current caller experience · simulated conversation.

After the call

Prepare the action. Keep the person in control.

The Agent turns the conversation into something concrete: a customer follow-up or a service request. The proposed content is visible before the team approves it.

Address and visit details stay tied to the same caller. Missing information remains a question to resolve, rather than a detail for the system to invent.

Recon

Keep coaching close to the evidence.

Recon keeps the job location, transcript, field notes, and recording together. Managers can move from a playbook check to the moment in the conversation behind it.

That makes feedback specific: what was said, which check it relates to, and where a team member can improve.

Rize Recon with transcript, job evidence and coaching tools — Conversation, field evidence and coaching. Current portfolio prototype.

Shared knowledge

Turn advice into a repeatable check.

A playbook gives a team an objective and an editable set of checks. The same structure can guide a live conversation and support its later review.

The marketplace direction explored a place for training providers to share that knowledge. The original storefront appears below alongside the current playbook workspace.

Rize playbook editor with an objective and ordered conversation checks — An objective becomes a reusable set of checks. Current portfolio prototype.

Original Rize training provider storefront and learning offers — Provider storefront. Original design exploration; sample offers and prices.

Purchase number — Purchase a number and add marketing tags · Isolated from the original Figma export.

Configure number — Purchase a number and add marketing tags · Isolated from the original Figma export.

Confirm purchase — Purchase a number and add marketing tags · Isolated from the original Figma export.

Playbooks workspace — Managing playbooks · Isolated from the original Figma export.

Playbook editor — Managing playbooks · Isolated from the original Figma export.

Permissions & access — Granular permissions & access · Isolated from the original Figma export.

Rize identity · Original vector mark.

App assets · Isolated from the original Figma export.

Recon workspace — Conversation review · Isolated from the original Figma export.

Recon speaker statistics — Conversation review · Isolated from the original Figma export.

Original Rize design work: Xiang Gao, May–December 2024. Current caller, Recon and playbook screens are portfolio reconstructions; calls and follow-ups use simulated data.