Research Admin, building a tool to improve customer success managers' workflow
Role
Product Designer
Platform
Web
Type
0-1 Internal Tool
Company
DISQO
*note: Names, numbers, and Data are for example purposes only
Background
The Market Research Admin (MR Admin) provides the DISQO Customer Success team the visibility and control needed to drive revenue. Before the admin, the CSM team used 5+ tools and relied on heavy support from product and engineering to accomplish single tasks. I led design for the MR Admin from 0-1 to validate the product and produce feedback for future iteration and visioning.
Outcome
V1 of the MR Admin was released at the end of 2022 and has been adopted by 100% of users since Q1 of 2023. It has removed engineering dependency in the user's workflow and consolidated features from 2 separate tools.
Team
Product director
Engineering lead
2 front-end engineers
Design System Designer
Design objectives
Consolidate two tools with additional engineering-dependent tasks to enable admins to manage survey providers.
Be the first enterprise product to incorporate new design system components on all pages.
Challenges
Prioritization - The team had ambitious goals, but we needed focus with limited resources. I created a site map with proposed features, and we aligned on one core area. I then mapped a single high-priority flow to define scope and assess feasibility with the team.
Site map of proposed features
Refining Launch Requirements - I used mockups to clarify requirements, explore technical feasibility, and align on priorities. They also helped us collaborate on component design and integration within the design system.
Solution
A scalable platform to address one end-to-end flow, which encompasses user tasks that involve multiple tools and teams.
Since the MR Admin would be a 0-1 tool, we prioritized building foundational elements that could be expanded upon in the future.
Next Steps
Design a change log to mitigate risk of error and track changes.
Add performance reports to the providers dashboard.
