Calldrip Mobile App
Summary
I have worked for Calldrip for over 6 years, and I have had the opportunity to create multiple user experiences and update many user interfaces. At the end of 2021, Calldrip released the inbox feature, which allows its customers to text their leads in addition to calling them.
Problem
The Calldrip inbox provides an effective way to communicate with leads who prefer text messaging over phone conversations. With the release of the inbox, Calldrip users were constantly on their phones, and a mobile app became necessary to make their experience easier.
Process
User Research
We reused the personas we created earlier because the same group of internal and external users would use the mobile app.
The inbox has one purpose: to give companies other options to interact with their leads. We met with both our internal and external users and discovered that both groups use the inbox similarly. We created a new user flow to represent how these users interact in the inbox.
We analyzed the personas and user flow and discovered the main features needed in the mobile app: a place to view all conversations, a place to view lead details, and a way to filter which conversations to view. We also needed a space to see notifications and adjust settings.
Sketches
Before we began sketching the mobile application, we created a simple site map to double-check that the app navigation was what we wanted and would make sense to users.
Once key stakeholders had reviewed the site map, we moved on to sketching the mobile app.
Wireframes & Prototypes
Once the sketches were complete and stakeholders approved the layout, we turned the sketches into wireframes.
We tested several internal users during Zoom meetings. We took their feedback, and we turned the wireframes into high-fidelity prototypes.
Usability Study
We conducted one final test with our high-fidelity prototype. We tested three external users and three internal users by giving them three tasks.
Once testing was complete and we were happy with the results, we passed the design off to the development team.
Final Design
In 2022, Calldrip released the first version of the app. In the summer of 2025, the company decided the app needed a refresh, so they hired outside contractors to build the app. The contractors decided to start building the app before we could get them a design, so we had to design as they built.
What I Learned
I gained valuable insights throughout the mobile app process, but the rebuild taught me the most. I discovered the importance of communicating and determining design requirements before giving developers and/or contractors time to build. It’s okay to compromise—although I designed a new UI for the rebuild, it ultimately wasn’t used. Instead, I provided feedback about the UI that the contractors built to make it more user-friendly.