IBM CustomerSuccess 360

Dashboard displaying various business analytics, including graphs of monthly consumption in USD, deployment phases with percentages, a CHI score labeled green, and a summary of cloud deployments."

About

A platform designed to help customer success managers stay on top of subscription data and better serve their clients.

As the lead designer, I collaborated closely with stakeholders, product managers, and developers to reimagine the user experience from the ground up. I was responsible for crafting a simple, modern UI that not only connected previously siloed data sources, but also made it easier to monitor and act on key customer metrics.

Team

1 Lead Designer (myself)
1 Product Owner
1 Squad

Starting point & issues

Users were relying on an outdated system with fragmented data. Accessing accurate customer subscription information was time-consuming, and these delays often led to customers being notified too late about overages, resulting in surprise charges, contract terminations, and poor customer experiences.

Final designs

Subscription page

We introduced a comprehensive customer subscription page that displays a detailed entitlement list paired with customer usage metrics. Some subscription pages also offered customer health insights that predicted a customer’s future usage pattern based on previous usage patterns.

Screenshot of a software dashboard displaying customer insights and usage metrics. It shows financial analytics like potential value, actual value, and total value. A customer health insight section indicates usage decrease predictions. There's a graph illustrating usage over time, and a list of sales orders with item details and dates.

Partner page

We eventually expanded the app to monitor subscriptions for IBM partners. Users gained insights into consumption and subscription data for offerings used by IBM partners.

Screenshot of a software dashboard showing consumption history for USA Chairs Inc. Includes a bar chart of monthly usage from February to March and promotion details. Filters for programs, geography, and subscription type are on the left. Account information is displayed below the chart."
Dashboard showing cloud deployment data for USA Chairs Inc, including phases of deployment and categories like Cloud Pak for Automation, Biz Automation, Data, Integration, and Security, with global distribution and target platform OpenShift.

Outcome

Our redesign significantly improved user efficiency and helped teams proactively manage customer relationships.

More projects

A visual workflow diagram labeled with "Usage metrics," "UX Design," "Activity page," and "Development." The central timeline includes tasks like "Self-serve Partner Adoption Report" and "Enhanced usage metrics." Icons and colorful labels surround the diagram, creating an organized layout.
Screen displaying the IBM Partner Portal with notifications panel open. The main section shows various notifications related to IBM Partner Plus and other updates. The right-side panel highlights detailed notifications regarding partnership agreements and tier benefits.
Four mobile phones displaying the Mercado app screens with features like shopping, recipes, and lists. The first screen shows the Mercado logo, the second displays nearby stores, the third offers recipe suggestions, and the fourth shows a grocery list.
A computer screen displaying a document about IBM Partner Plus. The document has a blue header labeled "Relationship Revalidation required," with information on compliance and integrity training. A button labeled "Start your relationship revalidation" is visible.