Designing a Customer Ecosystem
Case Study
PROJECT MISSION: CONNECTING CUSTOMER DATA ACROSS A PRODUCT SUITE

Create a data-rich dashboard for a large SaaS company whose products are used by most developers in the world.

We partnered with a global software company to design a scalable insights platform that transformed how product managers access, analyze, and act on customer feedback across all channels. Our work included product strategy, design, research, development, and deployment, culminating in an interactive prototype and a leave-behind marketing video to help evangelize the tool internally.

Client

A global SaaS leader known for its developer tools and enterprise collaboration products, used by teams around the world to plan, build, and support software.

What We Did

Led product strategy, UX research, design of a unified feedback dashboard to help product teams discover actionable insights from millions of data points.

Outcomes

A functional prototype with real-time filters, sentiment scoring, and drill-down views, plus a bonus leave-behind video to help stakeholders evangelize the vision.

Delivery Time

9 weeks

 

 

 

Background

A large SaaS company wanted to put breadth and depth of customer knowledge at the fingertips of their product managers.

Product managers in this SaaS organization are responsible for specific UI components that are used across the entire product suite. This means that it is not only important for product managers to understand customer feedback at-scale across the suite, it is also important to understand that when a change happens in one component, that change echos out across products and is experienced by all users of those tools.

We needed to take this project through concept, design, user research and final prototype in 9 weeks.

Small changes = big impact.

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THE PUX DIFFERENCE

Our Approach

1
Concept
First, our UX design team identified who we were designing for as input into an information architecture (IA). Then we leveraged personas as input into a set of wireframes with real-world data. This allowed us to show how the dashboard might function with the new IA across various use cases where product managers could facet data and drill down to the most meaningful and actionable details.
2
Research
Next, we tested the concept designs with various users who fell into our persona categories. We worked across the organization to conduct our testing to determine what worked well and what didn't so that we could iterate on the design. This led to important findings that allowed us to create the best data interactions based on user intent.
3
Final Prototype
Finally, we developed a high-fidelity prototype of the customer ecosystem and documented a set of recommendations for implementation. We also created a leave-behind video, as a gift to our client, describing the use case and showcasing the product for sharing across the product team. It is important to us to go the extra mile and make sure our clients are set up for success.
REALIZING VALUE

Outcomes

We developed 9 personas, each with unique goals and pain points.

We normalized metadata across 9 different channels.

We made data accessible and actionable for a large enterprise organization.

Predictive UX was able to plan and design the user experience of a complex application that combines together data about different applications from various channels within an enterprise organization to arrive at a single view of customer feedback for product managers.

With this application, users are able to:

  • Follow customer-sentiment at-a-glance
  • Share knowledge across siloed product teams
  • Drill down into important customer details
  • Quickly understand what topics are trending
  • Track emergent themes

We concluded our work with a final interactive prototype and leave-behind video showcasing the product for socialization across the organization.

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