Transforming Raw Data into Visual and Actionable Insights
What We Did
User Research Product Design Brand Design
What We Delivered
Health Dashboard Settings Page Styleguide
How We Did It
Figma Adobe XD 3 Week Sprint
Supervised AI is a startup that, through machine learning, provides predictive insights to help customer success managers reduce churn. Started by a software engineer, the business has already created the algorithms needed to provide these insights, and are starting to build out the first iteration of their product.
Supervised AI came to us to help create the core element of their product, the client health dashboard. Our scope was to better understand the user, determine how to best visualize the data, and to build a visual design foundation for the product.
How do our users
track address monitor quantify prevent track
User Research Summary
The goal of our research was to gain empathy with our users. We wanted to better understand their motivations, values, and pain points.
Our user had a clearly defined role. Due to this, we had limited access to potential users and we did not have a budget to recruit more users.
We primarily relied on qualitative interview sessions. This method allowed us to maximize our small user base and to gather thick data on their experiences.
“It felt like we were spending more time maintaining a dashboard than doing our job.”
“I want to drill down to what trends are happening to a client. Why is their risk score changing? What do we need to do?”
“This industry is relationship based.”
“I don’t want my CSM’s living out of a million platforms. Ideally they should have once place where they are doing their work.”
The Customer Success Manager (CSM) is responsible for onboarding and maintaining relationships with their clients/accounts. They typically track retention as a top KPI and their main motivation is to mitigate churn.
CSM’s are relationship builders and their connection to their customers is their top priority. They want quick and efficient access to their tool kits in order to maximize their efforts with their customers.
Typically CSM’s are jumping around several platforms to track or evaluate client health. This can be time-consuming and difficult to manage. Additionally, their technical skillsets vary and while some CSM’s are very data-savvy others may feel uncomfortable analyzing a heavy data set.
A customer success manager should be able to identify clients whoare a churn risk and address specific issues without using multiple tools
Product Design Summary
We were tasked with creating a Client Health Dashboard that present data and insights. Additionally, it needed to prompt the user to take action.
Time was our primary constraint and affected the scope. Additionally, due to limited access to our users, we relied on heuristic evaluation to test our concepts.
We spent the majority of the project at the wireframe level to create faster feedback loops. We also used this as a test for accessibility.
Supervised AI did not have a style guide or existing branding. Our goal was to provide a solid design foundation for the company to continue to build upon.
The company wanted to avoid using blue as the primary brand color. We used the existing logo and focused our efforts on applying the branding to the product.
We presented mood boards to create alignment with our client. We also used insights from competitive/comparative analysis to inform our design.
Brand Purple 241B57
Brand CTA 5F48E6
Brand Grey EEEEEE
On Brand Color
Using System Color
Open Sans - Semibold - 96 pt
Open Sans - Regular - 36 pt
Open Sans - Semibold - 24 pt
Subheadline / Navigation
Open Sans - Semibold - 18pt
Open Sans - Regular - 18pt
Open Sans - Regular - 16pt
This project was a great opportunity to learn more about machine learning and SaaS products. Our team referred to the project as “Saas Inception” because we were developing a Saas product for companies that had their own Saas products. Something that helped us stay aligned was clearly defining who our user was, who their users are, and who our internal user (client) was.
Through this project, we created a strong foundation for this product. To continue we would want to tackle the home page and client directory next. These features radiate out from the core dashboard we created and would have the largest immediate impact on the functionality of the product. Additionally, we would want to further test the prototype with customer success managers.