Dissatisfaction monitor

The Dissatisfaction Monitor gives clients one system for tracking and managing customer dissatisfaction. It is built to catch customers with recurring issues early, the ones most likely to cancel, so teams can act before they leave. The aim is to lower churn and keep more customers.

The tool is a companion for customer relationship managers, sales and support teams, account managers, and other teams. With a computer or tablet, they can closely monitor customer issues and take quick action to prevent users from leaving.

It is built to fit into clients' existing CRM workflows and tools.

The project ran over a 4-week design sprint, where I led the sprint itself, including workshops with the team, helping with discovery, ideation, prioritization, and testing. I was the designer responsible for bringing the ideas to life: the visual design, the user experience, and the interactive prototype.

In a design sprint, we try to compress the full design process into a shorter amount of time. We can't build a fully working product or test every idea, so we focus on what matters most, the items with the best shot at making it into an MVP.

It's a good way to push innovation and test new ideas without tying up a lot of resources or people, with a focused mindset built around moving fast.

At the end of the sprint, we created an interactive prototype that simulated the real final product. That prototype was very helpful in bringing life to the project, showing investors and stakeholders the potential of the tool.

It also drove user testing, letting people try the product hands-on and giving us feedback and insights for the next iteration, which helped shape the final product.