Theysaid Vision Prototype
Shaping research insights into a detailed vision prototype.
Duration
Feb–March 2023
My Role
UX Research, Analysis, Design
Mentors
Head of Product, Head of Design
Platform
Desktop Web
Overview
Upon joining Theysaid, I participated in 1 month of customer research and was given the opportunity to pitch a vision prototype. I transformed the UXR insights into a set of detailed product features. The features pitched were upgraded with feature requests and integrations, then released to the final product.
This case study will cover the value proposition, UX artifacts, and a preview of feature components.
We conducted 35+ interviews with Customer Success Managers.
Our team of three was set out to understand CSMs and deliver a solution to make their workflows efficient and effective through a SaaS product. Through targeted questions and card sorting, we triangulated the CSMs' priorities, pain points, and needs.
They never have enough time to keep track of important customers.
Booked with customer calls, CSMs need to complete many tasks with their limited available time. CSMs are measured against churn rates, so they care about doing everything in their power to get more coverage over their customers.
Three major challenges make it difficult for CSMs to help customers achieve their goals.
Here are the top three challenges we heard from the 35+ interviews:
A streamlined workflow to assist CSMs with high-value tasks.
We shared the following value propositions with prospects to find strong positive signals. If we design an effective solution for each value prop will present a desirable product for our customers.
Laying out data and information architecture—the backbone of the product.
Clear documentation of the IA fostered clear communication between designers, developers, and stakeholders throughout the design process.
Refine Checkpoints based on live results.
The details matter when you design a large-scale program. Users are shown quantitive data in the right place to help continuously improve their program with confidence.
Tailor each Journey to only ask the important questions.
Powered by CRM data, users can tailor a Journey to fit each customer profile. We're providing CSMs with the tools they need to get more qualitative feedback and higher response rates.
Full freedom over the customer score.
When it comes to prioritization, each team has its own way of deciding what's important. A fully customizable point system will help CSMs stay focused on the high-value customers when you need it.
Response flags to focus on the high value actions.
Set Risks and Opportunities sensors at each checkpoint to notice the strongest signals. Users can proactively set these sensors to help quickly take action on the biggest opportunities and riskiest risks.
Share real customer feedback your colleagues want to see.
Executives and engineers deserve to know the impact of their efforts. The action buttons make it easy for users to share valuable feedback with their team.
It all works together to make CSMing a breeze.
The product supports CSMs from problem discovering, solution planning, to execution to keep a streamlined flow. We make it effortless to turn a churning customer into a renewing customer.
Spearheaded design-eng handoffs to ensure implementation accuracy.
With feedback from executives and customers, we iterated on this prototype to meet customer demands including smart contact sync, upsell integrations, and executive dashboard. I took full ownership over design-eng handoffs for all projects, helping deliver effectively. The final product yielded customers with 2x more survey responses and identified thousands of dollars of upsells.
©️Takumi Arai 2024