Research Admin, building a tool to improve customer success managers' workflow
Role
Product Designer
Platform
Web
Duration
6 months
Type
0-1 Product
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 | Team of 2 engineers | Design System Designer
Design objectives
01
Consolidate two tools with additional engineering-dependent tasks to enable admins to manage survey providers.
02
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.
Task 1: Add Country-Language
"As a CSM Admin, I want to add US - Spanish to a provider so I can quickly begin managing survey provider settings for that language."
Task 2: EDIT PROVIDER SETTINGS
"As a CSM Admin, I want to edit provider details, map status codes, and edit blocked buyers so I can manage survey intake based on performance or due to troubleshooting."
Task 3: EDIT Filters
"As a CSM Admin, I want to edit filters so I can manage survey intake and survey-generated revenue."
Next Steps
Design a change log to mitigate risk of error and track changes.
Add performance reports to the providers dashboard.
