#dashboard
#web
#Figma
Consolidate Services & Scale Customer Growth
Consolidate Services & Scale Customer Growth
Consolidate Services & Scale Customer Growth
Consolidate Services & Scale Customer Growth
Consolidate Services & Scale Customer Growth
Consolidate Services & Scale Customer Growth
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The MX customer dashboard was built piece by piece, resulting in an unintuitive experience where everything that didn't have a home ended up. With the company's goal to scale our customer base, we had to find a way to remove the manual labor involved with getting a customer signed up and building in our product suite.
When a customer wanted to sign up and pay us to use our products, it would take anywhere from 8 to 14 weeks to take their money and provide production API keys for them to use. MX required many manual processes and procedures to get the customer live. One step needed a single employee to make a change. Potential customers were left waiting if that employee was sick or on vacation.
The new dashboard, that consolidated 17 services
May - Dec 2023
Timeline
7 times faster onboarding
Key Metric
Lead Designer, Strategy
Role
May - Dec 2023
Timeline
7 times faster onboarding
Key Metric
Lead Designer, Strategy
Role
TL;DR
Executive Summary
In a new role, the most important job is to listen. By taking the time to learn and listen to customer pain points, I was prepared to present an experience that solved the pain points and enabled us to scale our growth. We were trending towards reducing onboarding time by seven times the original.
The old dashboard
Goals
Goals
1
Increase customer engagement
A broad goal we had was to increase our monthly active users. We found that customers would get their API key and not come back. They would only know about new products or features if someone manually reached out.
1
Increase customer engagement
A broad goal we had was to increase our monthly active users. We found that customers would get their API key and not come back. They would only know about new products or features if someone manually reached out.
1
Increase customer engagement
A broad goal we had was to increase our monthly active users. We found that customers would get their API key and not come back. They would only know about new products or features if someone manually reached out.
2
Put all our products in one place
At the start of the project, there were 17 different sites a customer needed to sign into to utilize all of our products and services. Each one had a different authentication method, so a customer had to remember 17 unique sign-in credentials. By consolidating as much as possible, we hoped that customers would be able to utilize our products and services better.
2
Put all our products in one place
At the start of the project, there were 17 different sites a customer needed to sign into to utilize all of our products and services. Each one had a different authentication method, so a customer had to remember 17 unique sign-in credentials. By consolidating as much as possible, we hoped that customers would be able to utilize our products and services better.
2
Put all our products in one place
At the start of the project, there were 17 different sites a customer needed to sign into to utilize all of our products and services. Each one had a different authentication method, so a customer had to remember 17 unique sign-in credentials. By consolidating as much as possible, we hoped that customers would be able to utilize our products and services better.
3
Decrease operating costs
The manual work required to onboard a customer costs us a lot of time in employee time, which cuts significantly into our profit margins for customers of all sizes, especially our growing customer base of smaller fintechs. We would see significant work hours saved across the company if we removed and automated the manual processes.
3
Decrease operating costs
The manual work required to onboard a customer costs us a lot of time in employee time, which cuts significantly into our profit margins for customers of all sizes, especially our growing customer base of smaller fintechs. We would see significant work hours saved across the company if we removed and automated the manual processes.
3
Decrease operating costs
The manual work required to onboard a customer costs us a lot of time in employee time, which cuts significantly into our profit margins for customers of all sizes, especially our growing customer base of smaller fintechs. We would see significant work hours saved across the company if we removed and automated the manual processes.
A unified login experience instead of 17 disparate experiences
Solutions
Solutions
1
Create a single sign on experience
If we couldn't consolidate all 17 services immediately, we could allow you to jump from one to another without signing in again. We created a new sign-in experience that connected your unique user ID across our products and services so that once you were signed in, you stayed signed in.
1
Create a single sign on experience
If we couldn't consolidate all 17 services immediately, we could allow you to jump from one to another without signing in again. We created a new sign-in experience that connected your unique user ID across our products and services so that once you were signed in, you stayed signed in.
1
Create a single sign on experience
If we couldn't consolidate all 17 services immediately, we could allow you to jump from one to another without signing in again. We created a new sign-in experience that connected your unique user ID across our products and services so that once you were signed in, you stayed signed in.
2
Put configuration in customer's hands
To make a visual change to one of our white-label products, you had to reach out to a team, who would prepare some code and send it back via email. As one of many examples, we needed to stop doing that. By putting the tools that internal teams were using to update and facilitate customer requests in front of the customer in the dashboard, we significantly reduced the individual attention given to each customer.
2
Put configuration in customer's hands
To make a visual change to one of our white-label products, you had to reach out to a team, who would prepare some code and send it back via email. As one of many examples, we needed to stop doing that. By putting the tools that internal teams were using to update and facilitate customer requests in front of the customer in the dashboard, we significantly reduced the individual attention given to each customer.
2
Put configuration in customer's hands
To make a visual change to one of our white-label products, you had to reach out to a team, who would prepare some code and send it back via email. As one of many examples, we needed to stop doing that. By putting the tools that internal teams were using to update and facilitate customer requests in front of the customer in the dashboard, we significantly reduced the individual attention given to each customer.
A brand new, centralized configuration and metrics tracking page for one of our products
Conclusion
We had already seen an increase in monthly active users of 15% by the time of writing this. The other metrics we were keen to track were reducing the time to go live for new customers from 14 weeks to 2 weeks, increasing the number of users in the dashboard for a customer account from an average of 3 to an average of 20, and to reduce our overall cost per acquisition by 5%.
It's not hard to build an experience that focuses on providing an intuitive user experience. It is tough to go back and fix a poor user experience later. This project could have been avoided with foresight, reinforcing the importance of properly researching and planning before throwing features together.
Josh not only brings A+ design chops, but a strong commitment to delivering a product that will delight users. If you're looking for someone to partner with you, push you to do better, and get the job done - Josh is who you are looking for.
Sunita Jennings
Engineering Lead at MX
More projects
The new dashboard, that consolidated 17 services