Reimagining listings and reviews management for thousands of brands and millions of listings
Role
Director of Product Design
Focus
AI
Design Systems
Design Process
Analytics
What Yext Does
Yext keeps business information accurate everywhere online and makes it easy for companies to respond to reviews quickly.
This leads to more customers, stronger trust, and higher revenue.
Companies pay us for:
Better CSAT and NPS
More 5-star reviews
Higher site engagement
Time saved on updates
What I Did
70% Design
30% Lead
As the director of product design, I redesigned our product to streamline core workflows, implemented a new design system and built new AI features that stopped the churn and got our customers in love with our product again.
I managed and oversaw designers, processes and systems leading to a faster and more quality focused design team and a more collaborative and outcome focused design practice.
The Problem
As you can see - the product needed some updates…
The left-hand navigation had too many options, making it overwhelming. The tables were outdated and needed a more modern design. The page hierarchy is unclear, and the filtering patterns are inconsistent. There were several other usability, accessibility and visual issues throughout in a dense product that consisted of over 300 unique pages.
The Approach
Breaking down the bigger problem into actionable design adjustments
Make the core flows faster, and easier to understand
Streamline the product to focus on the most important flows. Utilize AI to create listings optimizers, bulk response workflows and content generation.
Demonstrate product value via stronger dashboards
Reduce churn by making it easy for users to share value to key decision makers at their own companies.
Design and Implement a new design system
With modern components and design thinking. Get buy in from everyone.
Quickly Respond to Reviews
Our redesigned inbox screen made it quick and easy to find and respond to reviews from any platform.
Enabling AI Experimentation
The AI Prompt Playground is a tool to help internal teams and enterprise users prototype and test AI prompts quickly.
It became a go-to internal tool for AI prototyping and influenced the direction of customer-facing AI features in Yext's Answers product line.
A place to quickly track your reviews
Utilizing AI sorting - we gave our users a quick way to track their ratings and understand what types of themes were appearing in their reviews.
Demonstrating Product Value Quickly
We built a new competitive analytics experience that demonstrated how using our product was helping you rank higher and also the monetary value you were getting from our product.
Product Results
Our hard work paid off
23% Increase in Feature Usage for AI
And a large decrease in time spent responding to reviews
Way Faster Review Response Times
We destroyed our previous benchmarks with features like Bulk Response, Workflows, Inbox and AI Generation
A Large Decrease in Support Calls
Our efforts to reduce friction and cut out noise for first time users led to higher comprehension scores in usability testing
Process Results
As a director - my job was about more than just shipping products - it was also about improving outcomes.
A faster design team and process
Design projects that had previously taken months now took weeks due to project efficiency gains based on new design system and review processes
A more collaborative design practice
New design critiques and standards led to a more open and lightweight design culture.
New design system led to faster shipping times
Our new design system led to more consistency and faster building
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