Voice Ai Platform
What happens when a single wrong word in a voice AI call can create legal liability? Read the case study to see how compliance was built directly into the platform experience through thoughtful UI/UX decisions — making critical workflows easier, safer, and harder to misconfigure.
Role UI/UX Designer (Fulltime, Remote)
PHONX AI, Florida, USA
Project Timeline Sept 25- Present
Designing Compliance Into the Voice — Screens have been anonymised per NDA. The constraints, decisions, and outcomes are true to the live product.
Designing Compliance Into the Voice — Screens have been anonymised per NDA. The constraints, decisions, and outcomes are true to the live product.
6
Interconnected modules — designed from scratch
40 min
Maximum call length handled end-to-end
0→1
Full platform built with no prior reference
The problem before I arrived
Generic voice AI is built for convenience. In regulated industries, convenience is the risk.
When I joined, there was no design framework for regulated voice AI. Every platform being built for banking, insurance, and healthcare was borrowing from consumer chatbot UX — designed for speed and ease, not for consequence.
That was the problem I walked into.
In regulated environments, the stakes are different.
A missed disclosure triggers a fine.
A hallucinated answer creates legal liability.
An unlogged call fails an audit.
The standard design playbook designed for primarily Insurance & regulated with customer support breaks down entirely at Phonx AI.
There was no reference. No prior art. No design system built for this.
What I was hired to do
I was brought in as the product designer to design the entire platform 6 core modules which is Inbound and Outbound Calling, Call History, Campaign Creation, Campaign Analytics, Team Management and Lead Management.
My job wasn't just to make it look good. It was to design compliance into the product at the system level, so that operators couldn't accidentally skip a legal step, callers would always know who they were speaking to, and auditors could reconstruct every call — six months later — without a single gap.
I started by understanding the product end-to-end, prioritizing how compliance, user behavior, and operational workflows connected across the platform following The information architecture, The UX flows, The visual system, the audit trail schema, and the edge case logic for every failure state.
Every call has two users at the same time.
I designed for both, simultaneously. The conversation is the product. The record of the conversation is the compliance proof.
The problem before I arrived
Generic voice AI is built for convenience. In regulated industries, convenience is the risk.
When I joined, there was no design framework for regulated voice AI. Every platform being built for banking, insurance, and healthcare was borrowing from consumer chatbot UX — designed for speed and ease, not for consequence.
That was the problem I walked into.
In regulated environments, the stakes are different.
A missed disclosure triggers a fine.
A hallucinated answer creates legal liability.
An unlogged call fails an audit.
The standard design playbook designed for primarily Insurance & regulated with customer support breaks down entirely at Phonx AI.
There was no reference. No prior art. No design system built for this.
6
6
Interconnected modules — designed from scratch
Interconnected modules — designed from scratch
40 min
40 min
Maximum call length handled end-to-end
Maximum call length handled end-to-end
0→1
0→1
Full platform built with no prior reference
Full platform built with no prior reference
What I was hired to do
I was brought in as the product designer to design the entire platform 6 core modules which is Inbound and Outbound Calling, Call History, Campaign Creation, Campaign Analytics, Team Management and Lead Management.
My job wasn't just to make it look good. It was to design compliance into the product at the system level, so that operators couldn't accidentally skip a legal step, callers would always know who they were speaking to, and auditors could reconstruct every call — six months later — without a single gap.
I started by understanding the product end-to-end, prioritizing how compliance, user behavior, and operational workflows connected across the platform following The information architecture, The UX flows, The visual system, the audit trail schema, and the edge case logic for every failure state.
The problem before I arrived
Generic voice AI is built for convenience. In regulated industries, convenience is the risk.
When I joined, there was no design framework for regulated voice AI. Every platform being built for banking, insurance, and healthcare was borrowing from consumer chatbot UX — designed for speed and ease, not for consequence.
That was the problem I walked into.
In regulated environments, the stakes are different.
A missed disclosure triggers a fine.
A hallucinated answer creates legal liability.
An unlogged call fails an audit.
The standard design playbook designed for primarily Insurance & regulated with customer support breaks down entirely at Phonx AI.
There was no reference. No prior art. No design system built for this.
What I was hired to do
I was brought in as the product designer to design the entire platform 6 core modules which is Inbound and Outbound Calling, Call History, Campaign Creation, Campaign Analytics, Team Management and Lead Management.
My job wasn't just to make it look good. It was to design compliance into the product at the system level, so that operators couldn't accidentally skip a legal step, callers would always know who they were speaking to, and auditors could reconstruct every call — six months later — without a single gap.
I started by understanding the product end-to-end, prioritizing how compliance, user behavior, and operational workflows connected across the platform following The information architecture, The UX flows, The visual system, the audit trail schema, and the edge case logic for every failure state.
Every call has two users at the same time.
I designed for both, simultaneously. The conversation is the product. The record of the conversation is the compliance proof.
Every call has two users at the same time.
I designed for both, simultaneously. The conversation is the product. The record of the conversation is the compliance proof.
THE BIGGEST DECISION
THE BIGGEST DECISION
Early on, there was pressure — from product leadership and commercial teams — to make consent configurable. The argument was reasonable: some clients want a frictionless start, and consent-before-voice slows the call opening by 8–12 seconds.
I pushed back. Not because I ignored the business case. But because making consent optional means the foundational legal record disappears for any operator who turns it off. One legal dispute later, and the platform has no defensible baseline.
The consent gate stayed. It became a non-negotiable design constraint, and eventually a selling point — because enterprise buyers in regulated industries don't want platforms that bend. They want platforms that hold.
THE IMPACT From pixels to real outcomes
Operational
High-volume calls. Zero compliance overhead.
Automated regulated workflows at enterprise scale — payroll, claims, enrollment — without adding compliance cost per call.
Compliance
Audit trail. By design, not by request.
Immutable call records made enterprise procurement possible. A design decision that became a sales unlock.
Trust
Design artefacts used in sales meetings.
The flow documentation and guardrail interface doubled as procurement trust signals — not just engineering handoffs.
Scale
Built to grow with regulations.
Modular gate architecture means new regulatory requirements can be enforced without rebuilding the conversation experience.
THE IMPACT From pixels to real outcomes
THE IMPACT From pixels to real outcomes
Operational
High-volume calls. Zero compliance overhead.
Automated regulated workflows at enterprise scale — payroll, claims, enrollment — without adding compliance cost per call.
Compliance
Audit trail. By design, not by request.
Immutable call records made enterprise procurement possible. A design decision that became a sales unlock.
Trust
Design artefacts used in sales meetings.
The flow documentation and guardrail interface doubled as procurement trust signals — not just engineering handoffs.
Scale
Built to grow with regulations.
Modular gate architecture means new regulatory requirements can be enforced without rebuilding the conversation experience.
Operational
High-volume calls. Zero compliance overhead.
Automated regulated workflows at enterprise scale — payroll, claims, enrollment — without adding compliance cost per call.
Compliance
Audit trail. By design, not by request.
Immutable call records made enterprise procurement possible. A design decision that became a sales unlock.
Trust
Design artefacts used in sales meetings.
The flow documentation and guardrail interface doubled as procurement trust signals — not just engineering handoffs.
Scale
Built to grow with regulations.
Modular gate architecture means new regulatory requirements can be enforced without rebuilding the conversation experience.
Conclusion
The hardest part of this project is not the design. It Is holding the line — on constraints that made the product harder to build but impossible to misuse. For detailed Case Study visit Behance.
The hardest part of this project is not the design. It Is holding the line — on constraints that made the product harder to build but impossible to misuse. For detailed Case Study visit Behance.
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I'm open to full-time product design roles where AI, compliance, and complex systems are the actual brief — not an afterthought. If your product has to work in the real world, under real pressure, for real users — that's exactly where I do my best work.
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Ready to Make Your Brand success and Unforgettable?
Let's make it happen!
I'm open to full-time product design roles where AI, compliance, and complex systems are the actual brief — not an afterthought. If your product has to work in the real world, under real pressure, for real users — that's exactly where I do my best work.
Open to roles
Sakshi Gupta
Fulltime
Skills and Tools
Web Design
Mobile Applications
Saas
Design Systems
AI workflow UX
UX Research
Visual Design
What I bring
Compliance-first thinking
AI product experience
Complex systems
Cross-functional collab
Ready to Make Your Brand success and Unforgettable?
Let's make it happen!
I'm open to full-time product design roles where AI, compliance, and complex systems are the actual brief — not an afterthought. If your product has to work in the real world, under real pressure, for real users — that's exactly where I do my best work.
Open to roles
Sakshi Gupta
Fulltime
Skills and Tools
Web Design
Mobile Applications
Saas
Design Systems
AI workflow UX
UX Research
Visual Design
What I bring
Compliance-first thinking
AI product experience
Complex systems
Cross-functional collab