Alerts for Surveys
(Full case study coming soon)
Brief
Large organizations frequently run surveys to gather feedback on new products, features, and customer experiences. A critical requirement was enabling alerts on survey responses, especially in cases of dissatisfaction, so stakeholders could take timely action.
Alerts were also part of the client commitments needed for the broader survey project to go GA.
My Role
Lead Product Designer
My focus area was leading the end-to-end design of the Alerts Management lifecycle — defining how alerts are managed, and acted upon within the platform
Challenges
Gaps in requirement clarity
The full scope and technical approach of survey alert use cases wasn’t fully defined early on, which created ambiguity for the team.
Conflicting leadership visions
Design leadership envisioned alerts as part of a long-term scalable system, while product leadership pushed for a narrower MVP to meet client commitments.
From Ambiguity to clarity
Partnered closely with product leaders and the outbound team, and UXRs to gather missing context and ensure all critical use cases were captured.
Alignment Calls
Facilitated alignment workshops and whiteboarding sessions to surface and reconcile differences in vision.
Partnered closely with product leaders and the outbound team, and UXRs to gather missing context and ensure all critical use cases were captured.
Rapid Design Explorations
Iterated rapidly with both sides, eventually defining an alerts management lifecycle that satisfied immediate product needs while laying the foundation for future extensibility.
Optimizing the final experience
Balanced MVP feasibility with long-term scalability, framing explorations in a way that helped stakeholders converge on a shared direction.
Applied the MoSCoW to simplify requirements and ensure the interface highlighted only the most crucial information for users.
Outcome
Aligned leadership on MVP scope, reducing ambiguity and enabling smoother GA delivery.
Simplified the alerts experience by iterating through multiple approaches and focusing only on the most essential details for users.
Key Learnings
Alignment is as important as design: Early and continuous collaboration with product and engineering leadership was critical to avoid late pivots and ensure shared ownership.
Bridging knowledge gaps builds trust: Proactively working with product leaders and outbound teams to uncover missing use cases positioned design as a problem-solving partner.
Scalability vs. MVP is a balancing act: Framing designs to address immediate commitments while laying a foundation for future growth made it easier to reconcile competing visions.