LONG STORY SHORT
As an onboarding specialist - there was a growing pain in our new clients who were using the slow release of the Drip Sequences & Mass marketing modules. Many Jira tickets were being made about the lack of features and difficult UX process.
I personally am someone who enjoys optimizing processes and improve UX, I spoke with the implementation manager who was overseeing the project with Braze and since the team wasn't too familiar with the process, I provided my research and examples to not only resolve this issue but "future-proof" the process to ensure our integration remains top-notch.
CURRENT ISSUES
APPROACH
1
Research
Learn what best practices are for drip marketing sequences with the focus on client re-engagement.
2
Layout
Creating templates to ensure designs and media had structure + consistency to follow.
3
Design
Compared references taken from real emails I've received. Started wireframes into mid-fidelity templates.
4
Release
Start slow release of updated drip campaigns after approval given from selected clients. Take feedback and continue release
SMOOTH FLOWS
MAPPING THE PROCESS
For any major integration, it is utmost of importance to lay out key factors that should be considered - so I created a mindmaps to visually showcase how data points will interact. Additionally, there were a few example sequences for certain drip flows included.
KOL Insight & Feedback
I reached out to our Co-Founder & the owner of our #1 KOL client, Dr. Stephen Mulholland, for feedback regarding certain workflows & how the integration will work. To view the document, please click on the link below:
TEMPLATE WIREFRAMES
I laid out the key data points and how they're connected to keep Tech aligned.
Annotated Frames for Dev hand-off
As much as I love designing beautiful and functional frames - I enjoy annotating my designs to ensure it's a seamless hand off from design to developmenet.
FINALIZED EXAMPLES
REFLECTING BACK
📈
Marketing isn't so bad after all.
I've always had a negative view on marketing as attempts to glorify spam. After this project though, my view on it has changed significantly as i decided to look through the lens of a business rather than a customer.
It was a thought-provoking and eventful project to hear from users and create marketing sequences that improved retention without the "spam".
❓
Ask the right questions.
Entering a domain where I was not the subject-matter expert, I made a conscious effort to ask thoughtful questions both internally and externally. While I’m confident in my ability to optimize workflows and design intuitive, user-friendly experiences, this project reinforced the importance of setting ego aside to ensure past mistakes weren’t repeated.
If I were to revisit the user interview process, I would prioritize gathering insights from practices that didn’t fit the typical medspa or clinic mold. I learnt that asking questions isn’t just about solving the immediate problem, it’s about uncovering the deeper complexities that shape real-world user needs!
