Admin Campaign Management Design for Aircall
Kyle Hazan
Introduce Campaign Management for Admins on Aircall dashboard
Aircall’s Call Campaigns feature was first designed for sales agents using the Power Dialer. However, admins lacked visibility and control over ongoing campaigns, making it hard to manage outreach at scale. I led the end-to-end design process, partnering closely with engineering and data teams to deliver a scalable, admin-friendly solution.
01 - (Discover) - Understand the root problems of the current experience
Data
120k+ sessions/month → No admin tools
+35% support tickets → Misconfigurations
86% admins on desktop → Mobile-only setup
0 No campaign management on the dashboard
4 Data Points from Campaign Usage Logs
100% of campaigns were created directly by agents in the Power Dialer
Admins had 0 visibility on progress, completion, or failures
Campaign targeting was inconsistent — often missing the right team or region
Managers reported spending 3–4 hours/week manually tracking campaign progress in spreadsheets
User Interviews
Admins described campaign oversight as “a blind spot”
No way to monitor live campaign status (in progress, completed, failed)
Frustration with CSV imports handled individually by agents — no governance
Desire for a central dashboard to align campaigns with business priorities
“Right now, campaigns feel like a black box. Agents run them, but I can’t see what’s happening or ensure we’re targeting the right teams. I need a clear view of status and results, otherwise I can’t manage outreach at scale.”
02 - (Define) - Pinpoint the opportunity and reframe the problem
How might we give admins visibility and control over campaigns — while keeping setup simple and efficient for agents?
03 - (Develop) - Explore, prototype, and validate new solutions
10 Internal users tests
Remote sessions with admins and sales managers using a Figma prototype of the new campaign setup flow. Complemented with Maze heatmaps to identify pain points and drop-offs. Applied the RITE methodology to refine flows between test rounds.
92% Success rate
Usability testing showed strong comprehension of the new campaign creation process (team targeting, CSV import, agent assignment) and smooth completion of list creation tasks.
04 - (Deliver) - Launch & measure impact of the improved experience
Data
+70% admin usage → Monitoring added
-24% support tickets → Smoother management
90% completion rate → Low drop-off
4 satisfaction → Setup success
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Posted Aug 27, 2025
Designed admin-friendly call campaign management for Aircall.
