The flow to invite an account contact as a guest user to a Customer Hub layout.
In Catalyst, customer success managers (CSMs) can create notes and tasks, integrate with product usage tools to measure user engagement, and define and track goals to assess the impact of their product on their customers' business outcomes. Our users want to share this info with their customers without having to export it, share their screens on calls, or rely on external software like Google Docs and Sheets.
We set out to get this useful data out of a silo and empower collaboration between Catalyst users and their customers.
Full case study coming soon — in the meantime, here are some finalized designs and process shots.
For a more in depth look at my design process, view a completed case study here.
The flow to invite an account contact as a guest user to a Customer Hub layout.
The customer hub feature needed to be:
Flexible
The most valuable info might vary from market segment to market segment, CSMÂ to CSM, account to account.
Transparent
Because we are sharing information with external users, we need to be very clear what they can and cannot access and edit.
Scalable
Our customers might have hundreds of accounts in their instance, and they'll need to configure a customer hub for each of them at scale.
Not shown in between these two steps:Â countless critique meetings with the design and product teams, sessions with engineers to nail down technical capabilities, validation calls with internal stakeholders and Beta customers, several rounds of VQAÂ and refinement, and lots and lots of me-time in Figma.
