Martin Tran — Conversation Design Lead

Hey, I'm Martin. I design conversations between people and AI, the flows, the NLU, the edge cases, and the UX that ties it all together. I've been a primary contributor to shaping how conversation design works at Coinbase. Here's a quick look at my work.

Coinbase impact

Automation rate↑ +53%

Cost savings$70M+

Bot CSAT↑ +30%

8 years in conversation design

Coinbase

Conversation Design Lead

Jul 2021 – present

LivePerson

UX & Conversational Designer

2018 – 2021

Conversable

UX & Conversational Designer

2017 – 2018

Projects

Tool

Conversation Skill Gen

Turn support transcripts into working AI flows, no design background needed.

Try it live ↗

Webview · LivePerson

Chipotle Messenger

Full menu ordering via FB Messenger webview

View case study ↗

Platform · Coinbase

Bot Builder

Pre-LLM design and launch platform for bot flows

Case study coming soon

Ask me about my career...

Conversation Skill Gen

Turn raw support transcripts into an AI skill spec that's ready to deploy, no engineering required unless new data connections are needed.

01 Upload

Drop in a CSV or DOCX of customer support transcripts.

02 Analyze

Intents are identified, scored by automation potential, and ranked by impact.

03 Generate

A full skill spec is produced: responses, escalation rules, data to fetch, how to use it, and API shape for engineering.

Example

A customer asks why their transfer is delayed. The spec tells the AI what data to look up, how to interpret it, and what to say. Once engineering unlocks the required data points, the AI resolves it on its own, no escalation needed, saving the customer time and reducing support volume.

This tool is capped at 50 transcripts to keep it free to use. Need to run a larger batch, or want help integrating this into your team's workflow? Martin is available for consulting. Get in touch.

↑ Upload transcripts to get started — CSV or DOCX

Project

Chipotle Messenger & ABC Webview

Role

UI & UX Designer

Status

Live on FB Messenger

Client

LivePerson

Chipotle FB Messenger ordering experience

Challenge

Designing a complex food order customization UI that seamlessly integrates with the Facebook Messenger framework without losing the benefits of chat.

Solution

A full ordering UI webview triggered by call-to-action buttons within Messenger. Webviews allow fully customizable pages loaded within the chat window to compensate for platform limitations.

Scalability

The template was designed to translate easily to other restaurant chains across Facebook Messenger, Apple Business Chat and any platform that supports webviews.

Features designed

Full menu ordering Order customization Order checkout Order scheduling Account creation Guest account Account login