Role: Design Manager + User Reseracher

Form Builder

Custom Forms with workflows

Project Overview
This project's goal was to expand our platform's capabilities from offering a single standard form to providing a fully customizable form builder integrated seamlessly into our CRM platform. By enabling users to create and customize forms tailored to their specific needs, we aim to enhance flexibility, efficiency, and user satisfaction, ultimately improving data collection and management processes.
Deliveralbes

Project Requirements

Form Builder

Develop a custom form builder that is intuitive and familiar to our users, ensuring they remain within our product ecosystem and avoid the need for the development team to create custom work.

Translations

Ensure that all forms and confirmation messages are easily translatable into any required language for our clients community, utilizing Bing Auto Translate to streamline the process.

Confirmation Messaging

Developing collections of confirmation messaging that establish expectations for response time, tailored to specific departments, events, and individualized operational procedures.

Managing Egos

As a manager, it's crucial to address designers' challenges in receiving design feedback constructively to foster a supportive and non-toxic work environment.

New Feature

Produce Expansion

The creation of the custom form builder feature not only expanded the utility of our product but also ensured inclusivity by making all forms and success messages available in multiple languages, granting users  flexibility in gathering information, assigning communication responsibilities for each form, and customizing confirmation messages. This project commenced with an extensive comparative analysis of the UI and UX of various form builder platforms, with a notable focus on platforms like Google Forms. Throughout the design process, despite my efforts to set project boundaries, the designer consistently went outside project scope, resulting in creep and delays. As a result, developers were forced to make difficult decisions regarding feature prioritization to meet deadlines, leading to frustrations across all teams and an  underwhelming product delivery. However, through iterative reviews and ongoing updates, both the design and product teams were able to refine the feature,  transforming it into a user favorite within our product.

Innovation

Easy to undersand

This project had a tight deadline, necessitating the involvement of two designers. During the team discussions, one designer showed particular enthusiasm for tackling the department-topic mapping settings, which presented a new challenge. As it was their first time taking on a larger project, they needed additional time to focus and stretch their skill set. This decision placed slightly more pressure on the senior designer but allowed for significant growth in the up-and-coming designer. Despite the project's non-glamorous nature as a basic account necessity, witnessing the designer's growth in critical thinking, research, and presentation skills, even in the face of constructive feedback, was truly enjoyable as a manager. Providing this growth opportunity set the entire team up for a better future.
User Research

Listening Tour

I recognized this project as an excellent opportunity to enhance and refine our company's user research practices. I initiated the process by crafting a comprehensive proposal outlining a year-long plan, detailing areas where we could initiate a listening tour. I provided sample scripts for virtual user interviews and on-site observations, along with expected outcomes and ideal timelines for maximum participation. Upon approval, I collaborated with the Marketing team to incorporate a link to my calendar in our monthly user emails, allowing users to schedule feedback sessions at their convenience. Additionally, I worked closely with our client success team to reach out to their contacts and encourage participation. Through these interviews, I focused on empathizing with our users, gaining insights into their internal processes, usability frustrations, and visions for the future. This not only informed our roadmap decisions but also fostered stronger connections with our users, ensuring they felt heard and valued.

Lessons Learned

Under Construction

Staying accountable to gaurdrails
Translating complexities to usability
Using interviews to meet business needs
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