2019 – 2021

The existing app was built fast. It worked, but usability, visuals, and core flows all needed rethinking.

I started by collecting pain points and feedback, then designed an approach where old features could coexist with new ones during the rollout. The visual quality mattered too. In enterprise analytics, most competitors look the same. A polished interface was a real differentiator in demos.

"Redesign" is vague. I broke it into stages, each with specific steps, so the team could see what was happening and when.

Customer development interviews, UI feedback calls, session recordings, and every support request that came in. I read all of them.

UEQ surveys before and after the redesign, event tracking, and quick unmoderated surveys. I used Segment.io's visual tagger to instrument new features and piped events to Fullstory. New features had analytics from day one.

Every new customer needed the Chattermill team to configure the platform manually. Nobody could get started on their own.

A self-serve onboarding flow: signup, pick your integrations, connect data sources. Customers saw their first results without waiting for anyone on our side.

Feedback comes in from dozens of channels: surveys, app reviews, support tickets, social media. I designed the interface for pulling it all into one place, categorizing it with NLP, and showing what actually matters.

The Analytics page is a report builder. Group metrics by attributes, apply filters, pick a chart type. The data updates live.

The Analytics page also has predefined reports. Impact of themes shows which topics in customer reviews drive sentiment up or down, so teams can see what's helping and what's hurting.

Customers can group any reports into shareable dashboards. Drag widgets in, rearrange, share with the team. One screen shows feedback trends and individual reviews side by side.

The hard part was keeping dashboards readable. Too many charts become noise. I designed the layout so each report reads clearly on its own but the full dashboard tells a coherent story.

The old app had two widget sizes and just stretched chart content proportionally. I redesigned it so charts adapt their content to the widget size: a small widget shows a summary, a large one shows the full breakdown.

Seeing a problem in the data is one thing. Doing something about it is another. I designed workflows that trigger actions automatically: send a Slack alert when NPS drops, create a Jira ticket when a theme spikes, push data to a CRM.

Each workflow has a trigger, conditions, and actions. Users pick a feedback pattern, set thresholds, and choose what happens next. The builder shows the full chain so nothing fires by surprise.

I restructured settings around how teams actually manage their workspace: integrations, user roles, data sources, billing. Fewer clicks to find what you need.