Subscribe to reports
Led requirements and designs for an enterprise customer request to increase engagement on analytics products
Role
Lead Product Designer + Research
Duration
8 weeks from start to launch
Company
Sales Enablement startup
Approach to an urgent customer request
My team was tasked to deliver upon a customer commit within a few months’ time when this customer was at risk of churning. They were having problems having their users regularly use reports to inform how to manager their content.
There were a lot of tricky details to account for, as this customer was in the EMEA region. So we had to comply with the General Data Protection Regulation (GDPR).
I worked quickly with multiple PMs and undefined specifications. I also often engaged with engineering to gather what was feasible under our constraints.
Diagram what we want to build
Diagramming any flowcharts when little to no requirements are available has been a huge help in ensuring the team and I are on the same page in terms of what we’re aiming to build.
After reviewing with principal engineers what we may be able to build sooner vs later, I diagrammed key flows:
Subscribe to a report
Manage subscription
Send email
Flows v1
Research relevant solutions for ideas
Design, share, iterate, repeat
Once I felt the flows were fleshed out enough, I dove into design exploration.
I presented designs multiple times at design critiques for quick feedback, and that led to other ideas of where and how we might be able to incorporate the subscribe feature in other areas of the product for more visibility, usage, etc.
I also scaled designs back to make it simpler for quicker delivery due to the quick deadline of the customer commit. This included moving future iterations into another page of the design file for later consideration and to keep track of those explorations and ideas.
Email cadence
Manage subscription
What about [insert edge case]?
As I’d review designs with the team, we also identified various edge or stress cases to account for:
What happens to a subscription if that report is archived, deleted, or restored?
What if a user that created a subscription is suspended or deleted?
What if permissions change that impact the subscription or report?
I updated the flow diagrams and designed components and copy for error handling.
Final deliverables for v1
Final deliverables for the first click stop included designs, prototypes, and documentation for engineering. These were reviewed regularly with PMs, my design crew, and Customer Services for feedback.
Create subscription
Manage subscription
Subscription email
Prototype
Documentation for engineering
Outcome
The enterprise customer was happy with the solution, and stayed on as a client, retaining millions of dollars for the company
Designs and code were implemented in a reusable manner for other product teams to leverage for future item subscriptions
Flows were very helpful in lieu of requirements documentation to ensure the team and I were on the same page of understanding what we wanted to solve for, design, and build, and in an iterative approach
What coworkers say
“Jamie gets the job done. She had many urgent design tasks assigned to her because the team trusted her to complete them. Jamie is very organized, proactive, and, most importantly, empathetic.“
— Rumi Whipple, Senior Product Designer
“Over the last couple of years, Jamie has significantly upleveled her skills - one of many examples is the way she breaks down complex problems into easy to follow flowcharts and wireframes, enabling efficient and productive conversations across functions and teams.”
— Patrick Kirchgäßner, Product Manager