Web App: Customer portfolio success
Cloud for CustomerSuccess
Design of a new interconnected tool for a customer success unit to set customer needs, plan, manage customer success and monitor account health
This project required an end-to-end design process. As part of a team of designers, a design lead, and a business strategist, we conducted UX research, various workshops with end users and design studio sessions for ideation. However, this case study focuses on my specific contributions to the project, and does not represent the full scope of work.
This project required an end-to-end design process. As part of a team of designers, a design lead, and a business strategist, we conducted UX research, various workshops with end users and design studio sessions for ideation. However, this case study focuses on my specific contributions to the project, and does not represent the full scope of work.
Challenges
HMW create a unified customer success process experience that supports all users groups with their use cases that they have to use +65 tools to complete their journeys
Starting time
Duration
Tools
2021
3 months
Figma
My role and deliverables
User research
Product design
I was responsible for conducting user researches, extracting task flows from each user group, and creating mental models based on findings from the sessions. I also completed information structure and dashboard scene card design.
What success looks like
Unified Customer Success Unit process that is supported all user cases from customer promising, account planning to delivery.
360 degree view of the deliveries, engagements, and customer health (user specific dashboard)
Supporting CSU to reach across all tools in the Customer Success path.
Explicit, simple and efficient user experience for a complex, integrated and data heavy process.
Note: The images in this case study represent only what our team is recommended some of design proposals did not get approved for production.
1_
Understand
Context
CCE DX is a complex system tool that aims to integrate all use cases from five different user groups involved in the customer success journey. Currently, the Customer Success Unit (CSU) process requires the use of over 65 tools.
Defining mental models
It was very important for us to step back and put a good amount of effort to understand end to end CSU journey. Therefore, me and another designer completed various user interviews.
And then I distilled each user group, their flows, challenges, and the tools into a mental model that illustrated;
how they intersect with each other.
what triggers each other's actions.
how they communicate along the process.
what is key challenges for each group
which tools they are using to complete their tasks and how they would like to improve them, as we wanted to eliminate all current pain points with this integrated tool.
Identifying
common challenges
Lack of guidance and manual effort on which account require attention
Inconsistent prioritization of work between teams
Lack of visibility into ongoing effort
Manual effort on tracking and analysis accounts to see if account meeting goals in consumption and milestones
View is scattered across multiple system
1_
Understand
Context
CCE DX is a complex system tool that aims to integrate all use cases from five different user groups involved in the customer success journey. Currently, the Customer Success Unit (CSU) process requires the use of over 65 tools.
Defining mental models
It was very important for us to step back and put a good amount of effort to understand end to end CSU journey. Therefore, me and another designer completed various user interviews.
And then I distilled each user group, their flows, challenges, and the tools into a mental model that illustrated;
how they intersect with each other.
what triggers each other's actions.
how they communicate along the process.
what is key challenges for each group
which tools they are using to complete their tasks and how they would like to improve them, as we wanted to eliminate all current pain points with this integrated tool.
Identifying
common challenges
Lack of guidance and manual effort on which account require attention
Inconsistent prioritization of work between teams
Lack of visibility into ongoing effort
Manual effort on tracking and analysis accounts to see if account meeting goals in consumption and milestones
View is scattered across multiple system
1_
Understand
Context
CCE DX is a complex system tool that aims to integrate all use cases from five different user groups involved in the customer success journey. Currently, the Customer Success Unit (CSU) process requires the use of over 65 tools.
Defining mental models
It was very important for us to step back and put a good amount of effort to understand end to end CSU journey. Therefore, me and another designer completed various user interviews.
And then I distilled each user group, their flows, challenges, and the tools into a mental model that illustrated;
how they intersect with each other.
what triggers each other's actions.
how they communicate along the process.
what is key challenges for each group
which tools they are using to complete their tasks and how they would like to improve them, as we wanted to eliminate all current pain points with this integrated tool.
Identifying
common challenges
Lack of guidance and manual effort on which account require attention
Inconsistent prioritization of work between teams
Lack of visibility into ongoing effort
Manual effort on tracking and analysis accounts to see if account meeting goals in consumption and milestones
View is scattered across multiple system
2_
Define
Goal
Creating a unified tool that provides users with all the information they need to understand how their work fits into achieving the broader goal, and any actions they need to take into account when executing their work.
Providing solid data platform that informs accounts that needs attention for a customer success depending on user group (ability to customize)
Automated activity tracking and analysis
Consolidates information from existing systems
Navigating between accounts
Informative, and easy to use platform
Alignment and prioritization
2_
Define
Goal
Creating a unified tool that provides users with all the information they need to understand how their work fits into achieving the broader goal, and any actions they need to take into account when executing their work.
Alignment
and prioritization
Providing solid data platform that informs accounts that needs attention for a customer success depending on user group (ability to customize)
Automated activity tracking and analysis
Consolidates information from existing systems
Navigating between accounts
Informative, and easy to use platform
2_
Define
Goal
Creating a unified tool that provides users with all the information they need to understand how their work fits into achieving the broader goal, and any actions they need to take into account when executing their work.
Providing solid data platform that informs accounts that needs attention for a customer success depending on user group (ability to customize)
Automated activity tracking and analysis
Consolidates information from existing systems
Navigating between accounts
Informative, and easy to use platform
Alignment
and prioritization
3_
Decide
Ideation
We conducted multiple brainstorming sessions to finalize the layout, determine the actions that should be supported from this view, and identify the data that would be relevant for users.
areas that identified on brainstorming sessions to focus on concept development
3_
Decide
Ideation
We conducted multiple brainstorming sessions to finalize the layout, determine the actions that should be supported from this view, and identify the data that would be relevant for users.
areas that identified on brainstorming sessions to focus on concept development
3_
Decide
Ideation
We conducted multiple brainstorming sessions to finalize the layout, determine the actions that should be supported from this view, and identify the data that would be relevant for users.
areas that identified on brainstorming sessions to focus on concept development
4_
Validate
Concept development to test
I worked on conceptualizing areas such as layout, data organization, navigation between accounts and dashboards, card interactions, and side navigation data on low-fidelity prototypes to conduct rough testing with the team to identify any edge cases
Layout
Card interactions
Card organization
Navigation between accounts
Data visualization on cards
After finalizing the dashboard view layout and interactions with the team, I explored data visualization on dashboards and account cards by thinking about how they could provide clear guidance and enough data for users to easily and confidently take immediate actions.
Account specific consumption
Account health between clouds
Notes with required actions
Milestones overview
Accounts under risk alerts
Notes across teams for confident
4_
Validate
Concept
development to test
I worked on conceptualizing areas such as layout, data organization, navigation between accounts and dashboards, card interactions, and side navigation data on low-fidelity prototypes to conduct rough testing with the team to identify any edge cases
Layout
Card interactions
Card organization
Navigation between accounts
Data visualization on cards
After finalizing the dashboard view layout and interactions with the team, I explored data visualization on dashboards and account cards by thinking about how they could provide clear guidance and enough data for users to easily and confidently take immediate actions.
Account specific consumption
Account health between clouds
Notes with required actions
Milestones overview
Accounts under risk alerts
Notes across teams for confident
4_
Validate
Concept development to test
I worked on conceptualizing areas such as layout, data organization, navigation between accounts and dashboards, card interactions, and side navigation data on low-fidelity prototypes to conduct rough testing with the team to identify any edge cases
Layout
Card interactions
Card organization
Navigation between accounts
Data visualization on cards
After finalizing the dashboard view layout and interactions with the team, I explored data visualization on dashboards and account cards by thinking about how they could provide clear guidance and enough data for users to easily and confidently take immediate actions.
Account specific consumption
Account health between clouds
Notes with required actions
Milestones overview
Accounts under risk alerts
Notes across teams for confident
5_
Result
Before
After
5_
Result
Before
After
5_
Result
Before
After
Multi device
feature tracking app
Cloud for CustomerSuccess
Design of a new interconnected tool for a customer success unit to set customer needs, plan, manage customer success and monitor account health
Challenges
HMW create a unified tracking feature experience that supports all users (feature owners/reviewers/developers) on their use cases to take right actions at right time and as a single source of truth for a faster and smoother launches
Starting time
Duration
Tools
2021
3 months
Figma
My role and deliverables
User research
Product design
Data visualization
Information structure
I was responsible for conducting user researches, extracting task flows from each user group, and creating mental models based on findings from the sessions. I was also completed information structure and dashboard scene card design.
This project required an end-to-end design process. As part of a team of designers, a design lead, and a business strategist, we conducted various workshops with end users and design studio sessions for ideation. In this case study, I will focus on the work that I performed.
What success looks like
Unified Customer Success Unit process that is supported all user cases from customer promising, account planning to delivery.
360 degree view of the deliveries, engagements, and customer health (user specific dashboard)
Supporting CSU to reach across all tools in the Customer Success path.
Explicit, simple and efficient user experience for a complex, integrated and data heavy process.
Note: The images in this case study represent only what our team is recommended some of design proposals did not get approved for production.