Ballast Labs - An App for Customer Success Managers

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Branding

Colors + Logo + Brand Guide + Style Guide

Before Prototyping

Persona + Journey Mapping + UX Flow

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:

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 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

 High Fidelity Research

Customer Success Managers interviewed and their comments:

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