Ballast Labs - An App for Customer Success Managers
Branding
Colors + Logo + Brand Guide + Style Guide
Color Palette + Logo
Brand Guide
Style Guide
Before Prototyping
Persona + Journey Mapping + UX Flow
Persona - Chris
Initial research and finding pain points
User Flow
User Emotions Mapping
Selected Low Fidelity Screens
Low Fidelity Research
User Testing Goal : Validate design and identify additional pain points, room for improvement, as well as potential opportunities for improving the product.
Customer Success Managers recruited and interviewed:
Key Pain Points & Take-aways from Usability Testing:
1. Room setup
Problem: Confusing adding customers / team members / tasks in different places.
Recommendation: Add customers, members and tasks through one task bar.
2. Integrations
Problem: Need the ability to pull data in from Zendesk, and push data and reports to relevant external platforms (i.e. Github, Salesforce).
Recommendation: Provide base-level integration (Zendesk) for MVP. Give the option for other integrations that aren’t central to the core functionality later.
3. Resolving incident / closing room
Problem:Not intuitive. Would like flexibility in where the data is saved and where it goes.
Recommendation: (1) MVP: Push an incident summary to Slack and (optional) email. (2) Paid option: Save/ Archive the data, view all incidents on an Incident Overview page.
4. Customer Communication
Problem: Status page is insufficient and/ or not flexible enough for incident remediation.
Options:
a. 3rd party integrations for global and/ or direct customer communication.
b. Status page - see lo-fi, with usability improvements.
c. Static text, copied and pasted into emails. d. No external communication.
Selected High Fidelity Screens
