Harsh Chhindre · AI Product Designer

I joined a small AI logistics startup in late 2024. By the time I left, the system ran across email, WhatsApp, and voice.

I started with email — designing the AI Inbox UI for regional managers and the trust ladder that took the AI from drafting replies in Outlook to sending them on its own. That audience-separation pattern became the foundation for every channel that followed.

Early 2026, I extended it to WhatsApp for ETA threads. Version one launched with 0% driver replies. Fixing it wasn't a redesign — it was format, data, and training pulled together at once. That was when I learned adoption is rarely a UI problem.

March 2026 brought the Voice AI Agent. Screening only, by design. I left in April, after the softphone shipped. Phase 3 was scoped but not mine to build. Now I'm looking for the next senior PD role.

2 years end-to-end|3 channels|5 deep dives|1 client|Lead designer

Work

Start with the case study. Then dive in.

One system, three channels, five deep dives.

Main case study · System · All 3 channels · 2024–2026

The AI Agent System · email, WhatsApp, and voice for a national 3PL.

“The bottleneck isn't reply speed. It's that the customer's question can't be answered from inside the inbox.”

End-to-end design across three channels for a national 3PL with 27 dispatchers across 6 US regions. The reframe, the four foundational decisions, the three-channel arc, six strategic lessons, and the honest scope boundary.

3 channels27 / 6 dispatchers / regions528 / 95.1% voice calls5 deep dives

Read the case study →

Channel · Voice · Mar–Apr 2026

Voice AI Agent · screening only, by design.

“The AI screens. The human resolves. The handoff is the design.”

528 / 95.1% calls · success

Read DD/05 →

Channel · WhatsApp · Jan–Mar 2026

WhatsApp Agent · format, data, training, all three at once.

“How 0% became 25% when we pulled three levers, not one.”

0% → 25%+ driver reply

Read DD/04 →

Channel · Email · 2024–2025

Email Dashboard · the system view managers actually used.

“Two surfaces, one system, and a deliberate choice about who sees what.”

2 audiences · managers + leadership

Read DD/02 →

Channel · Email · 2024–2025

Email Inbox · audience separation as architecture.

“What started as a feature became the right architecture by the time it shipped.”

7 phases · inbox arc

Read DD/01 →

In progress

Root Cause Engine · why the agent acts the way it does.

Coming soon. The honest gap in the case study.

Six principles. None of them slogans.

Every one earned in the work.

Audience separation beats universal design.

Managers see across calls. Drivers tap a button. Customers get a warm reply. Same data, different formats per audience. One surface per role, not one surface for everyone.

Trust ladders beat big-bang AI launches.

Drafts first. Watch the quality. Move to auto-send only when the team is confident. The same pattern carried from email to WhatsApp without reinvention.

Honest gaps beat faked numbers.

25% against an 80% target. Sentiment "not available for this call yet." Accuracy 42% inline. The audit trail only matters if it's true.

Adoption is a system problem, not a UI problem.

When 0% of drivers replied, the format mattered. The missing 31.2% phone numbers mattered. The training program mattered. Owning the outcome means owning all three levers.

Pattern reuse beats new architecture per channel.

The two-surface pattern. The trust ladder. The tag system. Same vocabulary across email, WhatsApp, and voice. Less to learn, more coherence, less rebuilding.

Restraint is a design choice.

Voice v1 did not try to resolve. WhatsApp v1 only handled ETA threads. Picking a clear scope and executing it well teaches more than half-shipping breadth.

If the work resonates, reach out.

I respond to direct outreach, not recruiter cycles. If you've read the deep dives and something resonated — that's the signal I need. I'm based in NCR, India and open to remote.

Status: Open to roles

Location: NCR, India · Open to remote and relocation

Last role: AI Product Designer at Debales · 2024–2026

I design AI products thatrespect the people using them.

Designing the handoff.

VOICE AI AGENT

WHATSAPP AI AGENT