Escalating 
UX changes

We were a few months into the launch of Foureyes’ new flagship product PE+, an AI powered customer management and outreach platform. New customers(dealerships/groups) were onboarding every week.


Weaknesses in the less frequented user flows are exposing themselves when multiple customers start to request to suppress the amount of outreach going out from their accounts. The customer success team is overwhelmed by the request because of how long each of these requests is taking.


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Suppressing outreach in the current implementation was taking 20-30 minutes per account. This is the number we were trying to reduce. And beyond taking so long, the process was frustrating and required repetitive actions from the team.

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Discovery process

The discovery kicked off with this issue being escalated by Customer support. With the CSM team being overwhelmed, interviews with individual customer success managers were quickly scheduled to learn what parts of the process were dragging completion time, what was making this frustrating. Along with that, this escalation was an all hands on deck situation so I went through the process of adding these suppressions for several accounts myself and analysed this process through a heuristic evaluation.

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Pain points

1. Suppressions are at an individualized campaign level
   The biggest time sink when adding suppressions are the repetitive task of adding the same suppressions for each campaign. Unless there is compelling evidence that dealers want or need this level of granular control, I recommend organizing the recipient settings at the outreach settings level.
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2. Suppressions populate left to right, line by line
   The lack of order makes it difficult to scan, the selected suppressions are not ordered alphabetically, but by selection order. 
In the task of building a suppression list, this makes it difficult to find if some are missing.
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3. Input field makes removing Suppressions easy, and adding them difficult
   Suppressions populate the input field as pills that can be removed via the x, prioritizing the flow of removing suppressions over adding them. Suppressions are added by clicking on the field itself. When a few suppressions are already added, there is no indication of how to add more to the list.
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4. Multi-select drop down, single-select search
   Using the search function pulls up all matching results in the drop down,  but selecting one removes the search terms forcing to users to type in search terms again. This is especially frustrating when several search results need to be selected.
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5. Drop down limits visibility, finnicky with misclicks
   The search results drop down only shows 8 results at a time, this is limited visibility makes it easy to miss things and difficult to find things. Clicking away from the drop down makes it disappear forcing users to start their scroll all over again.
   
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The changes

it was clear that the major problems with the process came from a lack of visibility and formatting chaos when there should have been order.

The input field that grows as pills get added to the list was replaced with a modal that presented all options that allow a search and select.

The regularly repeating fields were pulled out to a global level.

The settings page was reorganized to tabs so that every view served a more specific purpose.

The results
The Customer Success team was very excited and embracing of these changes, This project proved to be a great opportunity for them to feel heard by the product team and the quick turn around meant that we eased an immediate thorn in their workflow. The average time to suppress outreach for an account went from 20-30 minutes to about 5.