Emily Jones

I design voice-first experiences that make tech more approachable and outcomes more meaningful. With roots in healthcare and a focus on regulated environments, I bring clarity and structure to complex conversations.

A teal audio file image with teal and pink chat bubbles surrounding.

Recent work

  • Transforming healthcare IVA to scale 300M+ touchpoints.

  • IVA to support users efficiently and agents to speed up resolution time.

  • Voice-first design LLM optimization at scale.

  • Increasing containment by over 30% and saving millions in support costs.

Experience

Tools

VoiceFlow

Figma

Visio

Microsoft Copilot

Cognigy

Dialogflow

Skills

Flow design

Multimodal design

Fallback strategy

Prompt engineering

Taxonomy

Content strategy