Unify Customer Research Insights
Goal
Create a strategy to best understand which direction to further invest for a unified customer/research data management tool.
1) Create and internal tool
2) Find a third party option
3) Audit other tools already in use internally
Functions
- Internal transparency of info
- Unified language of customers
- Smart and faster work flows
- Democratize access
- Merge standards and taxonomy
- Discover inconsistencies
- Cross functional
My Role
I worked as the sole designer with the Customer Success and Advocacy Director and Head of Research Insights to create a new internal product option.
- User Research
- Identifying and confirming need for internal toolInterviews about old methods and 1st spreadsheet
- Narrowing on current pain points with business goals
- Competitive analysis
- Understand optimal flows
- Sketches, wireframes,Iterations, testing, handoff
Impact
Gave stakeholders and leaders a view of the were able to more clearly make a descison on where to invest their money.
Who needs this product?
User Research
- Internal orgs
- Insights team and Customer success team
- Most other orgs
- Product managers
- Designers
Goals
Create a Distinct Product
Diferentiate it from external products as well as internal tools
Not too much -Not too little
Creating a more user friendly dashboard and search feature that has relavent data and information which is not overwhelming but also not leaves room for exploration.
Main Aspects
Focus on prioritization and tags
Competitive Analysis
Identifying other 3rd party companies
- Potential partner
- Understand pros and cons of using an external prduct
- Learn how they work and the benifits to incorporate into product
Two Main Flows
High level flows of both Search and Input
Sketches
Wireframes and Testing
Input Form
Dashboard and Search
Easy Access to Examples and Current Insights
Results
Abstract Page
Lessons
- Better understanding of schedules during holidays
- Connect with more engineers