Zapscale
ZapScale is the easiest Customer Success Platform for B2B SaaS companies to help reduce churn, improve retention and increase upsell. The platform is driven by AI targeting industries and segments of the US Mid-Market with a revenue range between $10M to $1B.
Domain
Customer Success
Duration
5 Months
Team
Suresh, Megha
Role
Primary Contributor
Deliverables
UX strategy, App Design, Design System
The Context
ZapScale help businesses to grow by focusing on customer health, reducing churn, Retaining Customers, improving upsell by integrating multiple KPIs and managing them, and giving useful insights.
The Kick-off
It's only possible to achieve the intended outcome of a project like this after we have a thorough understanding of its product and goals, so we scheduled an in-person kickoff to help us get started.
Early Discovery Ideation board
The Problem Statement
The product problem statement focuses on addressing roadblocks, silos, and gaps in communication within the internal process. It also aims to reduce onboarding time while maintaining full functionality and achieve organisational alignment for a better management system. Lastly, it seeks to prevent customer churn and ensure a seamless user experience through improved customer nurturance.
The Persona
One of the biggest driving factors in the rise of customer success is the growth of SaaS. Instead of selling big, one-time deals to customers, companies sell monthly subscriptions. They need to be able to justify renewal every month, which requires an emphasis on helping customers see value and success in their product. But customer success is universally beneficial for every company — not just SaaS businesses.
The Validation
The Timeline
As a result of the early discovery sessions, we have been able to clearly define the scope of work and eliminate guesswork and unexpected delays in deliverables.
The Wireframes
Conceptualising some early lo-fi mocks
The Design System
Time is one of the major constraints in every project. Although we intended to spend more time on discovery and wireframes, we had to meet our deadlines, so we skipped the wireframes and opted for visual mockups instead. But our goals were clear with this project, we were able to accomplish it in fewer weeks, and of course, after ensuring we set up a visual design language.
The Result
The problem with standard visual mock-ups is that understanding the complete picture and how they are connected is nearly impossible. With this project, we took the extra mile to prototype the whole experience. This was to demonstrate the potential of the product solution we landed on to help stakeholders evaluate the experience.
