Feedier AI
Designing an AI 24/7 Customer Insights Platform
This case study focuses on my work on the report feature of the Feedier BX Platform. However, I was responsible for the entire platform’s UI design from ideation to implementation. I’ve simply narrowed the scope down to keep this case study focused.
The Challenge
Our reports were not actually being created BY our users but by our CS Team members..Why?
Most users found it too complex to add or customize charts beyond the template’s defaults.
When an error occurred, users had no way to identify the cause or know what to do next, other than contacting the support team.
Customizing the report's appearance (and other parts of the platform at the time) required HTML and CSS coding knowledge.
What we did
After learning the CS team handled most report creation and users relied on screenshots over full exports, we redesigned reporting around actual user behavior.
1. Getting to know our users
The plan
We shifted our entire focus to making the reports something our users would actually use and value. After three months of work, we officially released the first major update, centered on three key areas: Clarity, Flexibility, and Showability.
Clarity
Reworked the page layout and all charts to clearly represent insights and data.
Centralized tools into a dedicated component and filter section
Added required labels to inputs essential for component functionality.
Improved error messages with contextual explanations to guide users in resolving issues.
And much more!
Flexibility
Reports could now be easily renamed, organized in folders, and moved across teams.
Their appearance followed the team-wide branding settings (no more coding knowledge needed)
New charts were added with clearer goals and simpler configurations.
Added new KPI types created a new formula language inspired by the Excel formula logic
Showability
Expanded the report’s page view to be larger.
Added page previews with named thumbnails.
Planned a presentation feature to allowing users to present live reports..live!
Introduced new report cover design and template options to chose from.
Allowed users to choose color palettes to customize all chart appearances.
The result
Our users started sharing fewer external reports, using native Feedier reports instead.
Client even requested onboarding on how to build their own reports.
Experienced users became quicker than me in answering questions during workshops!
We started receiving emails praising our updates.
High value deals were closed!
