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Case study · DISQO
Improving internal tools to drive efficiency and revenue growth
The Challenge
Customer Success Managers (CSMs) were juggling multiple fragmented tools to manage survey providers. This friction directly throttled revenue channels and created a heavy dependency on engineering for routine tasks.
My Role
I led the end-to-end design for the launch of a new revenue enablement tool (Market Research Admin) and spearheaded UX improvements for a legacy project management platform (Active Measure).
The Impact
- 100% Adoption: Successfully migrated all intended users to the new platform by early 2023.
- Operational Efficiency: Consolidated features from two disparate tools into one streamlined interface.
- Self-Service: Eliminated engineering dependency for CSM tasks, freeing up dev resources.
- Design Standards: Pioneered the first adoption of the new enterprise design system.
- Faster Onboarding: Significantly reduced the learning curve for the Active Measure platform.
Project Breakdown
1. Market Research Admin (The New Tool)
A scalable, end-to-end platform designed to unify fragmented workflows.
The Goal: Simplify complex tasks that previously required cross-team coordination and multiple software interfaces.
Result: A centralized "hub" that manages the revenue controls for a survey provider lifecycle.
2. Active Measure (Legacy Optimization)
Refining a complex project management tool to reduce friction.
The Goal: Streamline the most time-intensive workflows to accelerate onboarding.
Result: A clearer, more linear process that reduced cognitive load for users, especially new hires.
3. New design system
I worked as a bridge between the product team and the Design System team.
Integration: Served as the pilot team for the new enterprise design system.
Contribution: Actively contributed to, prioritized, and tested new components to ensure they met form and data-heavy enterprise needs.
The Team
Leadership: Design Director - Kat Hopkins, Product Director - Alex Leger, Engineering Manager - Levon Martirosyan
Execution: 4 Engineers, Design System Lead - Jonathon Weller, Product Designer (Me)
B2B Platform
During my time at DISQO, I also supported design for a B2B survey building platform.
Lessons Learned
Designing within constraints
Learned to drive UX improvements inside complex legacy systems by prioritizing high-impact, "scrappy" wins.
Design Advocacy
Gained experience evangelizing modern design practices and the "why" behind UX to cross-functional stakeholders.
Collaborative learning
Leveraged a supportive team culture to deepen my expertise in design systems and collaborative workflows.