project name;
- - CSM Portfolio
- - Account Profile
industry;
- - Customer Success
- role;
- - Lead Product Designer
- - UX Architect
Totango is a start-up in the customer success industry that helps CSM teams design, run, measure, and scale their customer journey to retain and grow customersTotango is a start-up in the customer success industry that helps CSM teams design, run, measure, and scale their customer journey to retain and grow cu stomers.Totango is a start-up in the customer success industry that helps CSM teams design, run, measure, and scale their customer journey to retain and grow customers.
project overview;
This the service app where physical therapist can control and supervise their patients. The patients are passing through a journey from the beginning of the reference for the physical therapy and until the full recovery. Physical therapists can assess patients online and then design a recovery process by conducting exercises and following the patient’s needs. This is a new innovative app that I had to plan and design the challenge was very complex and interesting, there was no any direct references back then when I designed that app so I had to conduct and execute my own research and after that analyze outcome so I could start assembling epics and user stories. create something brand new and friendly for use.Little intro text
impact & achievments;
The New portfolio received a 4.6 Score on the CSAT.
Decreasing almost 50% time from the adoption process for new users.
The same widget being used inside Account profile page, so it was much easier for the engineering team to implement it.
The support tickets regarding this page were decreased by 85% because user could find quicker and easier the data they were looking for.
widget design;
Customer Health Widget
Customer Health Widget CSM’s can see there the value of the all customers and it being devided by which amount of money not is at risk or safe.
This widget can present overall customer health designed and calculated by specific CSM’s scope of work o segmented by any other user’s personal needs. The health calculated by many dimensions that being set by a CSM Admin.
Attention Widget
The Attention Widget helps CSMs quickly identify and prioritize accounts that need immediate action. It consolidates key data like account value, recent activity, and tasks into a simple, clean interface, making it easy to focus on what matters most. This design improves efficiency and ensures CSMs can act quickly to maintain customer satisfaction.
Notifications Widget
Its working like a Gmail Notifications Tab. In default it will sort the all action that being taken by team colleagues to a customers that in users responsibility. This is very complex widget because it have segmentation abilities such as Event type (Task, Touchpoint…) or Success Flow (Adoption, Onboarding…) and Sorting by Date or Personal Activity only. Also this widget have collapse /expanding abilities and can show several actions regarding one customer.
Agenda Widget
Agenda widgets showing CSM’s To-do list present the upcoming due dates to task or upcoming Touchpoint. also it presenting following events and their due dates. This widget have also segmentation and sorting abilities.