JumpCloud
B2B Cloud-based device and identity management software
In my role as Principal Product Designer, I initiated a formal design program in the product group focused on managed service provider (MSP) customers. Here is what I did as we scaled up the functionality and increased revenue in the channel:
Created the team’s design vision and roadmap
Initiated our user research practice
Executed design of multiple initiatives from concept to launch
Evolved the global design system
The samples below are from some of my most impactful projects that improved user experience, instilled strategic design principles, and drove growth across verticals.
Multi-Tenant User and Device Management
Problem
Customers managing more than one organization didn’t have visibility of users and devices across their entire ecosystem which led to blind spots, admin errors, and slowed decision-making
Users had to tediously repeat multiple common tasks for each organization
Time/effort required to accurately manage multiple organizations made JumpCloud untenable for a high-value customer segment
Solution
Using data from multiple sources we prioritized with biggest impacts to customer satisfaction, errors, and conversions.
Delivered significant value in time-savings, feature richness, and reduced errors across critical workflows
Established Agile-based research and design ops across 4 development teams increasing overall speed to market
Our users managing devices for several organizations, had to work separately in each org. This got tedious for them and was a barrier to sales for us.
This screenshot of my Figma file shows some interaction design ideas we tested for multi-tenant user and device management. Allowing first-ever bulk action workflows, simplifying customers' journey, and driving acquisition of high-value logos!
For development, I supplied fine-tuned Figma comps like this along with Confluence documentation linked to specific Jira tickets during sprints.
License Usage and Billing Visibility
Problem
Customers couldn’t view their license usage and entitlements
It took several days of back and forth between customers and the account managers to get questions answered
Customers saw this as a lack of transparency in our product that created a barrier to trust
Solution
Identified specific pain points with Support Reps and user research
Created, tested, and defined data visibility patterns enabling real-time display of usage
Eliminated gate-keeping of information; increased customer trust
I’ll let a few of the slides from my stakeholder presentation show my approach.
Contributing to our project approval workflow, I frequently used documents like this to align on problems/impacts and gain approval for larger initiatives.
