Customer 360

Customer Business Data for Customer Success activities 

OVERVIEW

Customer 360 is a central hub of Customer's business information in Gainsight. It consolidates business data from various sources and provides a holistic view of customers, which minimizes the preparation time for customer meetings.

Redesigning the Customer details page is a challenging task for any Customer Relationship Management tool. A lot of research and feedback went in before jumping into designs.

TEAM  
2 Designers 

ROLE
Lead Product Designer, Gainsight

PROJECT DURATION
4 Months (Jan 2021 - Present)

SCOPE OF WORK
User Interviews, Heuristic Evaluation, Design Concepts, Interaction Design, Visual Design, Prototyping, and Testing.

The Problem

CUSTOMER PAIN POINTS AND REQUESTS

  • The existing product has over 20+ sections of information and it's hard to navigate and consume data from those sections. 

  • Customer Success Managers, the primary users, consume data from an average of 5 sections and there's no way to rearrange these sections

  • Executives who visit a Customer profile find it hard to discover the information they need

  • Users wanted a Summary of the Customer which shows them useful information according to their job function.

DESIGN CHALLENGES

  • Customers' information from various touch points is collected and stored in C360 but it fails in discoverability and is not insightful.

  • The existing product is developer-driven and was made 5 years ago.

  • The most common Usability issues in the product

  • There's a need to redesign the product using a newly made Design System.

Product before re-imagination

Product after re-imagination

That’s all!

Get in touch to learn more about this project :)

This project has a Non-Disclosure Agreement with Gainsight. 

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