PORTFOLIO > CASE STUDY #4

Discovery

Research

A major cause of long rule lists was having multiple similar rules. To address this, engineering focused on reducing these redundancies through a 'table-based rules' solution, which would allow admins to manage groups of rules using a single rule pattern.

To validate the problem and solution, I reviewed both qualitative and quantitative research. My research strategy combined:

• In-depth user interviews

• Comprehensive analytics review

• Customer support ticket analysis

• Competitive research

Exploring language and framing

As I reviewed my research notes, key patterns and themes stood out. To create the best user experience, I brainstormed different ways to present and name the table-based feature. This process was crucial for ensuring that the feature's wording resonated with admins' workflows and mental models.

I generated these concepts:

Grouping | Bringing common rules together
Related words: batch, bundle, stack, family, collection

Action + Source | The table takes center stage
Related words: dataset, ScaleSheet, source editor, multi-rule

Leading a workshop to align the team

I led a workshop to explore different framing options. I prepared screens with language suggestions for each concept and invited the product designer, design lead, and product manager to leave feedback asynchronously on a Figjam board.

In the live session, we reviewed the key user benefits of the data tables and set criteria for evaluating each concept. We went through my concept summaries and discussed the feedback participants had added.

By the end of the session, we reached consensus on grouping similar rules using a data table.

I wrapped up by summarizing the workshop’s key insights and sharing them with the team and product leadership.

Co-designing the experience

Collaborating closely with the project’s lead product designer in Figma, I developed the following:

• Developed a 'rule sets' framework

• Created intuitive tooltips and microcopy

• Designed clear, accessible UI components

• Refined the feature through multiple design reviews

Gathering feedback in design reviews

I presented prototypes in two design reviews with the full design team, most of whom were new to the project. I explained the business case for tables and the key user problem, asking for feedback on the timing of information and language.

During a silent review in Figma, designers left comments on screens and language options. We regrouped to discuss feedback. The name "rule set" was well-received, but there were questions about toggling between building the rule pattern and editing the table. I met with the product designer to refine the design based on this feedback.

I followed up with the content designer and design system lead to address a confusing system-wide component raised in the review.

Outcomes and impact

Three months post-launch, customers using rule sets reduced their rule list length by 11%. This was the admin experience team's first launch with a content designer on the team, and it helped define where content design could add the most value, paving the way for future projects.

While successful, the project revealed opportunities to:

• Develop more robust user adoption strategies

• Create comprehensive in-app educational resources

• Collaborate earlier with analytics and engineering teams

This project demonstrated how strategic content design can transform complex systems, turning technical challenges into intuitive user experiences.