Audience Engagement

The existing query builder performed well at soliciting and capturing a variety of feedback interactions (surveys, messages, ratings, NPS) – but only in a one-way communication. In their feedback, customers told us they wanted the ability to reconnect with their customers.

The product goal is to help customers re-engage with their audience. Among other features, I mapped out the following epics:
1. Segment Builder — The ability to create a segment that can be used by other interactions.

2. Custom Targeting — Create bulk targeting based on custom values such as Key-values, Zip Codes, DMA locations, and Sentiment.

Holistic Journey Mapping 
– When it comes to epic feature development, it’s helpful for the team to understand a holistic map of all individual stories interacting with each other. The key is to show step-by-step each customer story with a workflow so stakeholders get on the same page quickly. This is where the tough questions around feasibility, practicality, cost, and resourcing sway the product decisions.

At a high-level the system is kind of like a Crud system + Query builder. The real power of the platform is to uploading a customer list or cloning a segment to allow customers to re-engage with their target audience. Another other words we call this closing the feedback loop.

In agile development mapping out individual UI stories showing how a customer can go down a rabbit hole and traverse to accomplish a task is crucial for sophisticated platform development.

Part of my process is documenting a high-level UI functionality from a designer POV covering use cases, wishlists, and product requirements. The working doc covers a variety epics and product scenarios to help uncover or determine any unforeseen edge cases.

Part of my discovery process is do a quick rough wiring diagram in order to help visualize the user journey before the UX process begins.

I partnered with dev and created the Domain Diagram to validate targeting functionality.

Finally in my process is to map individual user stories with visuals to better understand the big picture. At times, I found when it comes to complex user interactions teams get siloed and miss interpret product features. The printouts help the collaborative process and speeds up development. You know when you have a high performance team is when you get frontend and backend collaborating.