Project Overview

Problem

Today, SuccessBLOC content is scattered in different tabs across the app and it is not clear to users what a SuccessBLOC actually does. This negatively impacts new user activation, product adoption, deal win rates, and free-to-paid conversions.

Solution

Give users a simple and visual way to design, organize, and manage all of their customer engagements, in a way that makes it easy for everyone within their organization to understand.

Impact and accomplishments

What is a SuccessBLOC

Totango is organized around SuccessBLOCs - a modular concept in customer success, allowing users to focus and manage individually each step of the customer journey.

Each SuccessBLOC module is chosen by the business to meet specific customer success goals. For example: Customers at Risk, Digital Onboarding, Convert Freemiums. The SuccessBLOC contains predefined email campaigns and automations (SuccessPlays) that help users focus on the segments of customers that are being impacted by the SuccessBLOC.

About the process

From Visual Concept to Product

When I joined the project, there was a visual concept, created by Totango’s Marketing Designer, who was filling in until I joined as the leading Product Designer for this project. The concept that was chosen as the solution to visualize the SuccessBLOC is Kanban.

Research

In my research, I thought of the persona when I defined the main user goals. I explored products that suggest a Kanban solution: Jira, Trello, Asana and Notion.

Design process

I started with conducting internal usability tests to the design that was created by the previous designer. I received many insights that helped me improve the concept and the details of the Canvas. I continued by making design iterations, adding missing features, and sharing with customers to get their feedback.