Skip to content
C·L
esen

Santiago, Chile

Carlos LagosProduct Designer · B2B SaaS with AI

AI is infrastructure, not decoration.

Eight years designing B2B SaaS products across logistics and banking. Today I lead design strategy at DispatchTrack, a global last-mile platform running in the US, India and Latin America for more than 500,000 daily users.

Get in touchOpen to a conversation.

Work

Product cases, and what they moved.

In-house

  1. 2024DT Support Intern BotDispatchTrack's first product with generative AI built in.DispatchTrack

    A conversational assistant for admin users: it diagnoses issues, answers grounded in versioned documentation, and escalates to a human when the case calls for it.

    I designed the product end to end, from defining how the assistant behaves to the escalation states and the handoff to engineering.

    −42%
    support calls
    68%
    tickets resolved without a human
    3.2×
    faster response time

    Role — End-to-end design

  2. 2024Calendar-based RoutingService unit management, redesigned as a calendar you can move.DispatchTrack

    A redesign of service unit management in DispatchTrack US. I designed drag-and-drop reassignment of units across time slots, and smart search for open slots when dispatchers assign drivers by hand.

    −55%
    route assignment time
    −73%
    over-assignment errors
    2.4×
    capacity handled per operator per day

    Role — Product designer

    • The calendar routing screen on desktop. On the left, the table of unassigned orders and a map of the day's routes over Brooklyn. On the right, one column per service unit with its stops placed on a timeline from 08:00 to 19:00.
      The whole day: unassigned orders on the left, each service unit's stops laid out in time on the right.View full size ↗
    • A service unit's summary card, open over its column: loaded volume and weight against capacity, number of stops, amount, start and end times, distance, assigned driver, and a button to optimise the route for the shortest path.
      A unit at a glance: how full it is, how many stops, how far, and who's driving.View full size ↗
    • A dialog for adding an event to the route, with empty name and duration fields and a checkbox to mark it as a reload.
      Adding an event by hand inside the route, not beside it.View full size ↗
    • The same dialog filled in: name “Manual reload event”, 45-minute duration, the reload checkbox ticked with a link to edit the location, and a selector for where it sits in the route sequence.
      The event in detail: how long it takes, whether it's a reload, and where it lands in the sequence.View full size ↗
    • Two trip cards open over the column, each with its volume, amount, stop count, times, distance and loading or reloading time, and its own optimise button. Below them, the reload event card with its duration and address.
      The unit split into two trips: each with its own metrics and its own optimise.View full size ↗
    • The result: the service unit's column split into two trips, with the reload event inserted between them and the stops reordered with their new times.
      The result: two trips, the reload in between, and the stops on new times.View full size ↗
  3. 2024Driver AIA voice assistant that briefs the driver before arrival.DispatchTrack

    It combines address intelligence, order data and traffic conditions into a spoken summary for last-mile drivers.

    I led the prompt iteration to produce natural guidance in English and neutral Latin American Spanish, with bilingual text-to-speech and per-driver voice selection.

    −38%
    time spent reading delivery instructions
    +47%
    pre-arrival context comprehension
    2.1×
    fewer errors on special-instruction deliveries

    Role — Design and prompt design

  4. 2022Motor OnlineThe income-update flow, from 35% to 18% drop-off.Banco Ripley

    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.

    35% → 18%
    form drop-off
    US$2.5M
    incremental annual revenue
    1.9×
    completed simulations per session

    Role — Product designer, end to end

    • Three mobile screens from the income-update flow: the list of available credit offers, the Súper Avance simulator prompting the user to update their income, and the confirmation screen with the new approved offer of 8,000,000 Chilean pesos.
      Updating income inside the simulator: the new offer appears without leaving the flow.View full size ↗
    • Three mobile screens: the credit list with several Súper Avance offers tagged as new offer and internet-exclusive rate, the authorisation screen showing the loan breakdown and the R Pass entry, and the successful Súper Avance Plus receipt.
      From offer to authorisation with R Pass, and the receipt with the deposit breakdown.View full size ↗
    • Four mobile screens from the prepayment flow: the Banco Ripley home with cards and shortcuts, the selection of products to prepay, the Súper Avance Plus simulator with insurance and terms, and the choice of authorisation method between R Pass, SMS code, coordinate card and security questions.
      Prepaying debt with the Súper Avance Plus balance, and the four authorisation methods.View full size ↗
  5. 2022Private site PWAA home screen untouched for years, and the adoption it cost.Banco Ripley

    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.

    2.3×
    engagement with featured products
    +41%
    discovery of secondary features
    3.2 → 4.4
    app CSAT, in stars

    Role — Product designer, end to end

  6. 2019Klog design systemThe logistics platform's design system, built from scratch.Klog.co

    I established the design system and the interface for the logistics platform, and validated new features with users before release.

    +60%
    development speed

    Role — Lead designer

Personal project

  1. 2026AvisiaA Chilean classifieds marketplace I design, build and run on my own.In production

    A classifieds marketplace for Chile: listings, search by district and category, buyer–seller messaging, moderation and paid promotions.

    I take it end to end: a data model with row-level security from the first migration, real payments, a moderation console, SEO and content automation.

    Role — Product, design and engineering

    avisia.cl ↗

Practice

How I work

Three axes that hold each other up.

Product, end to end
From discovery with users to the handoff to engineering. I research before I draw, and I stay until the decision reaches production.
Design systems that scale
Systems that survive more than one team and more than one country. At Klog I built one from scratch; at Banco Ripley I designed inside the one that already existed, not beside it.
AI as infrastructure
I use AI in the process — research synthesis, prototyping, designing conversational features — and I design it as part of the product, with its failure states and its way out to a human.

Design

  • Product design
  • Design systems
  • Interaction design
  • User research
  • Design strategy
  • AI-augmented design
  • Conversational UX
  • Prototyping
  • Design-to-code
  • Mobile UX
  • B2B SaaS

Tools

  • Figma
  • Figma Make
  • Claude
  • Claude Code
  • Claude Design
  • Cursor
  • Gemini
  • Stitch
  • Supabase
  • Jira

Career

Where I've been

Experience

  1. 2024 — nowSenior UX/UI DesignerDispatchTrack · Chile–US
  2. 2022 — 2024Product DesignerBanco Ripley · Chile–Peru
  3. 2021 — 2022Senior UX DesignerBanco Ripley · Chile–Peru
  4. 2021 — 2022UX ResearcherInvierte Woman · Universidad Católica del Maule
  5. 2019 — 2021UX/UI DesignerKlog.co
  6. 2013 — 2019UX/UI and Digital DesignerMoldeable

Education

  1. 2020Postgraduate diploma in Digital Strategy and Experience through DesignPontificia Universidad Católica de Chile
  2. 2007 — 2012Professional Graphic DesignDuoc UC, San Carlos de Apoquindo

Contact

Let's talk

If you have a product that needs real design, or a team where this fits, write to me.

hola@carloslagos.cl