Theysaid Vision Prototype
Researching and designing a B2B desktop web app.
Overview
I engaged in a 6-month project to upgrade our product to meet the needs of enterprise customers. Our team of two conducted a month-long research initiative and leveraged the research findings to brainstorm, test, and deliver an upgraded feature set for our customers. I spearheaded the engineering handoffs for all new features.
This case study highlights the value proposition, showcases research fi ndings, and provides a glimpse into the feature components I contributed to the product’s evolution.
Duration
March– September 2023
My Role
UX Research, UX Design, UI Design
Team
VP of Product, Head of Design
Platform
Desktop Web
Problem
Customer Success Managers are overwhelmed, reluctantly using disjointed systems to stay connected with hundreds of customers.
Pain Points
Three major pains make it difficult for CSMs to excel in their job.
Value Proposition
Get customers to respond, know what to prioritize, and make stakeholders actually care.
Journey Map
It all works together to make CSMing a breeze.
Solution Design
CRM data and survey tools should work seamlessly for Customer Success tasks.
Information ARchitecture
Clearly defined information architecture to support the data-intensive product.
Feature 1
Test and improve copy through real-time metrics.
Feature 2
Customize Journey groups based on CRM properties.
Feature 3
Monitor customer health with full flexibility.
Feature 4
Automated sensors to flag any risks or opportunities.
Feature 5
Share real customer feedback your colleagues want to see.
Outcome
This version of the product and its iterations continue to deliver value.
Theysaid's Customer Success platform streamlines survey programs with CRM data to help teams achieve more bandwidth per CSM.
more responses than traditional surveys and NPS
©️Takumi Arai 2024