Subscribe to reports
Led requirements and designs for an enterprise customer request to increase engagement on analytics products. One month after launch, 9% of the customer’s users created a subscription.
Duration
8 weeks from design to launch
Company
Highspot
Approach to an urgent customer commit
My team was tasked to deliver upon a customer commit within a few months’ time when this customer was at risk of churning. They were having problems having their users regularly use reports to inform how to manager their content.
There were a lot of tricky details to account for, as this customer was in the EMEA region. So we had to comply with the General Data Protection Regulation (GDPR).
I worked quickly with multiple PMs and undefined specifications. I also often engaged with engineering to gather what was feasible under our constraints.
Diagram what we’re building
Diagramming any flowcharts when little to no specifications are available has been a huge help in ensuring the team and I are on the same page in terms of what we’re aiming to build.
After reviewing with principal engineers what we may be able to build sooner vs later, I diagrammed key flows:
Subscribe to a report
Manage subscription
Send email
Research relevant solutions
While documenting the flows, I started researching examples of scheduling the cadence or recurrence of a calendar event or appointment, as this would be the main component of our click stop 1 solution.
Design, share, iterate, repeat
Once my team and I felt the flows were fleshed out enough, I dove into design exploration.
I presented designs multiple times at design critiques for quick feedback, and that led to other ideas of where and how we might be able to incorporate the subscribe feature in other areas of the product for more visibility, usage, etc.
I also scaled designs back to make it simpler for quicker delivery due to the quick deadline of the customer commit. This included moving future iterations into another page of the design file for later consideration and to keep track of those explorations and ideas.
Email cadence
Manage subscription
What about [insert edge case here]?
As I’d review designs with the team, we also identified various edge or stress cases to account for:
What happens to a subscription if that report is archived, deleted, or restored?
What if a user that created a subscription is suspended or deleted?
What if permissions change that impact the subscription or report?
I updated the flow diagrams and designed components and copy for error handling.
Click stop 1
Create subscription modal
Final deliverables for the first click stop included designs, prototypes, and documentation for engineering. These were reviewed regularly with PMs, my design crew, and Customer Services for feedback.
Manage subscription
A user’s list of subscriptions within User Settings
Sample subscription email
Design Plan of Record for engineering
Outcome
9%
of customer’s users created a subscription within the first month
3.6x DAU
Daily active usage of reports increased from 3% to 14%
Enterprise customer was happy with the solution, and stayed on as a client, retaining millions of dollars for the company
Designs and code were implemented in a reusable manner for other product teams to leverage for future item subscriptions
Flows were very helpful in lieu of requirements documentation to ensure the team and I were on the same page of understanding what we wanted to solve for, design, and build, and in an iterative approach
What teammates say
“Jamie gets the job done. She had many urgent design tasks assigned to her because the team trusted her to complete them. Jamie is very organized, proactive, and, most importantly, empathetic.“
— Rumi Whipple, Senior Product Designer
“Over the last couple of years, Jamie has significantly upleveled her skills - one of many examples is the way she breaks down complex problems into easy to follow flowcharts and wireframes, enabling efficient and productive conversations across functions and teams.”
— Patrick Kirchgäßner, Product Manager