Portfolio

Resume

New chat

Case studies

Game design

Figma Community

Recents

Molecular vista, Microscope Software

Feedier AI, 24/7 Customer Feedback

PhysicsX, AI Simulation Engineering

Event Guest Tracker App

The Little Crumb, Baking Game

Strength & Sorcery, Roguelike Logo

PoKoNoKo, Game Studio Logo

Balatro, Build your own Joker

Steam Unofficial Store UI Kit

Saas Dashboard Template

Tabletop Game Moodboard

Orely Duport

Designer, UK

Go back

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 redesign from ideation to implementation. I’ve simply narrowed the scope down to keep this case study focused.

The Challenge

Feedier 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

We took the opportunity to learn more about our users once more and created a profile of a typical Feedier BX Platform user. Meet Sandrine! She loves the Feedier CS team, their responsiveness, and the raw data the platform provides, but dislikes the platform's complexity, slow speed, and lack of in-app guidance.

  1. 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.

Our goal

  • Make users share fewer external reports, and push for them to use the native Feedier reports instead.

  • Turn experienced users into power users and advocates who bring others along.

  • Transform our reports into polished, on-brand representations of our users' customer satisfaction metrics.

Early presentation to users reassured us that this was the direction to take! Sadly I have to leave the Feedier team before it could be implemented…

[BREAKING NEWS] I'm delighted to announce that this work is finally live on the Feedier platform and available for you to discover in the video below presented by Florian Marette!