Carlos LagosProduct Designer · B2B SaaS with AI

A conversational bot built on DispatchTrack's two-way messaging framework. Over SMS, the end customer checks order status and ETA, reschedules an appointment, leaves delivery instructions or answers a survey — without switching channel or installing anything.

Where-is-my-order enquiries were swamping the support team. And deliveries kept failing over details nobody asked for in time: the apartment number, the gate code, how you get into the building. DT Agent asks for them earlier, in the same conversation, and writes them onto the order.

The delicate part wasn't the dialogue but deciding when the bot must not speak: it steps back if a human agent is in the conversation, doesn't interrupt while a notification workflow is running, and waits out the cool-off after a human interaction. When a request falls outside what it can do it escalates and says so, rather than leaving the customer waiting for an answer that isn't coming.

The other end of the same problem: instead of serving the customer, it works alongside DispatchTrack's support team as they resolve a ticket. It lives as a chat inside the admin panel.

Resolving a case meant searching across separate sources, and much of the knowledge sat in the head of whoever had been on the team longest, written down nowhere.

I designed escalation as an explicit moment rather than a silence: the bot says so before escalating, the handoff is highlighted inside the conversation and opens a support ticket. At the end of the day the session closes itself with a message and the conversation is logged, so the case can carry on in another shift without starting over.

A voice assistant built into the DispatchTrack mobile app, running on GPT-4o. Before each stop it reads out what the driver needs to know, so they arrive prepared without reading anything on screen while driving.

In last-mile delivery the friction isn't reaching the address — it's what happens next. Gated communities with entry codes, side entrances, nowhere to park a cargo vehicle. All of it lived in small-print notes the driver had to read at the wheel.

I designed the whole flow around hands-free use. As the driver heads to a stop the screen opens on its own and reads the location intelligence — building type, access, gate code, parking — along with the order details, with pause and restart; anyone who'd rather choose when to listen turns autoplay off. On the back-office side, eight toggles decide which fields make it in, and a field switched off is left out of the audio without a trace.

A redesign of the income-update flow for Chile and Peru. I led the whole project: I started by researching users who had abandoned the flow and finished by delivering validated prototypes.

I worked with UX Writing and the design system owner so the result would hold up inside the system rather than beside it.

A redesign of the Banco Ripley PWA home for mobile and desktop. The interface had gone years without a major update and was holding back adoption of key products.

I led the whole project: discovery through competitive benchmarking and international references, then delivery with prototypes validated by A/B testing, alongside UX Writing and the design system owner.

Klog is a first-mile import logistics platform: the leg between the supplier at origin and the shipment. I joined when it was still called teu.ai and stayed through the rename to klog.co.

I built the identity from scratch, and as a discovery process rather than a closed brief: understand how an import operation actually works, and only then start drawing. The logo and the whole visual system came out of that, applications included.

On the product side I established the design system, also from scratch, along with the platform's interface. Every new feature was validated with users before release. The system sped development up by 60%: what used to be settled screen by screen was decided up front.