Gainsight surveys: Giving a personality to data visualisation

Gainsight surveys: Giving a personality to data visualisation

Productisation, UX Design

Responsive web application

Gainsight CSM Application is a Customer Success Management(CSM) App built on Salesforce platform. Gainsight and Think Design collaborated to to simplify survey creation, publish and review tasks thus providing a seamless user experience.The survey module would eventually become one of the most intelligent enterprise tools in the domain of CSM, with its User Experience analogous to those in consumer space.

Stakeholder workshop leading to vision

The design process was initiated with a workshop to help align the stakeholders at Gainsight and Think Design. With a User Centered Design approach, we helped capture features and functions through user stories.

Through our probing and provoking thinking frameworks, we helped stakeholders see through users’ needs and motivations.

Creating journeys

The wireframing stage followed Next. Moving from low-fidelity prototypes to detailed flows, critical UX decisions were weeded out progressively.

Gainsight survey application

User flows were captured in story boards. As the application had persona with varied interests and hence, story boards were created in the interest of each persona. Common ground emerged after diverging flows and later converging them.

User journeys were captured through clickable walkthroughs. Initial Information Architecture helped us articulate these walkthroughs lucidly.

Information and interaction design

Approach to Information Design entailed keeping the user always in the context, wherever s/he is. This approach gave birth to split screen interface that was also consistent with visual character. Left side navigation provided quick access to the users throughout the site and right side canvas guided the users to complete various tasks and statistical views immediately. Responsive Design gave the additional value to enterprise users… the end users can now take the survey from device of their convenience!

Visual Character

Gainsight CSM Application is a Customer Success Management(CSM) App built on Salesforce platform. Gainsight and Think Design collaborated to to simplify survey creation, publish and review tasks thus providing a seamless user experience.

The survey module would eventually become one of the most intelligent enterprise tools in the domain of CSM, with its User Experience analogous to those in consumer space.