At a b2b SaaS company, product designers running research had to piece together their own outreach systems—usually a mix of spreadsheets, Airtable, and blind BCCs. None of it connected back to our CRM (Hubspot), which made it hard to coordinate with Sales and Success teams or even know who had already been contacted. It was easy to over-email customers, hard to get reliable engagement, and ultimately slowed down research work across the board.
Requests Overview for Researchers to track and manage their customer engagements
I designed a new internal web tool to centralize and streamline research outreach for designers. The goal was to make it dead simple to request, manage, and track participant emails—without having to be an ops expert or manage a campaign yourself.
Request Details Page for Researchers, Account Managers and Operations Teams to coordinate job delivery
The UI focused on clarity and speed: a clean request form, built-in QA guardrails, and just enough status visibility to build trust without adding noise. Under the hood, we integrated with Hubspot, Airtable, and Slack so teams could hand off requests and get updates where they already worked.
Admin views for Request Lookup and Scheduling
We built the product iteratively, working in tight cycles with feedback from researchers, operations, and CX folks. I partnered closely with Revenue Ops and Marketing Tech to make sure we were solving the right problems, staying compliant, and scaling in the right ways. Weekly reviews, lightweight usability tests, and async Slack feedback helped us stay aligned and adapt quickly.
Journey Mapping from Service Request to Service Delivery
Early Wireframes and Dashboard Concepts tested with internal users with usertesting.com
