C360
A complete redesign of Gainsight's flagship customer intelligence view, end user experience, admin configuration, Share C360, and building new external integration.
Product Designer
B2B SaaS
Customer Success
A complete redesign of Gainsight's flagship customer intelligence view, end user experience, admin configuration, Share C360, and building new external integration.
Its a comprehensive view of a customer that includes all of their interactions with the business, from sales to support, providing businesses a single source of truth for customer data.
360 view of each customer, including their purchase history, support tickets, and engagement with your product.
Identify opportunities to improve the customer experience for increased sales and renewals.
Identify at-risk customers and take action to prevent churn.
Review and build upon the designs created by the previous designer for the key End user and Admin flows.
Optimize the designs to seamlessly integrate with Zendesk, Zoom, and Salesforce.
Revamp the C360 share experience to be more intuitive and user friendly, using the new Horizon design system.
I was involved from reviewing prior research all the way to supporting developers until launch.
My design process, while not always linear, included these key steps at different stages of this project. More so, I worked on multiple overlapping projects.
Reviewed findings from user conversations led by designers and PMs before I joined and conducted my own for further understanding.
Compared and analyzed several customer success product dashboards.
Identified opportunity areas and prioritized them from a design and business standpoint.
Brainstormed and worked on multiple iterations in the form of wireframes, and high-fi mockups.
Led several rounds of reviews with internal & external stakeholders to evaluate my ideas.
Supported the developers in resolving bugs and reviewing fit & finish before deployment.
Outdated and non-interactive data visualizations limited users' ability to explore and manipulate the data, hindering deeper analysis and insights.
Users feel constrained by the lack of customization options preventing them from tailoring the interface and data display to align with their specific workflows.
The admin experience was really inefficient, cluttered and outdated, making it hard to create the layouts.
Inconsistent UI, interactions, and terminology across C360 sections cause confusion, hindering efficiency and learnability.
Reviewed and updated the designs created by the previous designer, leading design crits with product managers, developers and higher management to review ideas and collect feedback.
The 4-column layout resulted in large amounts of unused white spaces, particularly on wider screens. Information felt scattered and the layout didn't scale to higher resolutions.
Limited flexibility to resize and add new widgets in the 4-column layout. Lack of visual guidance for users when resizing widgets made the admin experience frustrating.
No way to preview the layouts in different resolutions limiting them to the admin's own system. Admins had no way to verify their layouts would look right for users on different screen sizes.
The new C360 consolidates the most critical account signals into a single, configurable summary view.
We moved to a 24-column layout, accounting for backward compatibility to the 4-column layout for the ease of migrating our existing customers.
The lengthy left navigation replaced by tabs that can be pinned to reduce information overload & improve accessibility.
Redesigned widgets using the new Horizon design system and along with new ones to address additional use-cases.
The new admin design now provides admins an easy drag and drop experience, with the flexibility to resize their widgets across a wider range of sizes to optimize layouts. Moved from a modal experience to a full page experience for better accessibility.
Go to C360 Layouts in Administration and click on Add Layout.
Add all sections that the CSMs would need to access.
Personalise sections like the Summary, Reports and Attributes as per requirements.
Preview the layouts with actual customer data to take informed decisions and proceed to assign it to Customers or Users.
Designed embedded C360 panels for three of the most widely-used enterprise tools — letting CSMs access critical account data without switching context.
C360 customer data embedded directly within Zendesk ticket views, giving support agents immediate context on account health, ARR, and the customer journey without leaving the ticket.
A Gainsight sidebar panel inside Zoom meetings surfaces customer journey, health score, and CTAs — so CSMs can stay focused on the call, not a separate tab.
C360 embedded within Salesforce account pages, giving sales teams access to customer success data — health scores, renewal dates, and timeline activities — in context.
Redesigned the full Share C360 flow, making it faster to share account snapshots with stakeholders outside Gainsight.
By leveraging a carefully orchestrated beta release, we actively gathered feedback to refine and add the finishing touches. The culmination of this process led to a final launch that received overwhelmingly positive feedback, profoundly elevating the user experience.
The unique opportunity to work on the redesign of a high value product allowed me to see how products are built from the ground up, the constraints I have to work with, and how I can positively influence change.
