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DEFINING GOALS & MEASURING SUCCESS

A control panel for all customer activity of TripActions Liquid for internal teams.

After I scoped user and business problems, I defined goals and presented what we would build to tackle the problem.

The main goals we focused on were:

• Automate customer funding process, creating a single platform that would monitor customer health.
• Be able to onboard a large amount of customers quickly and easily.
  

scoping an mvp

Workflows that would allow us to test our hypotheses.

I explored a few workflows based on the problem that we defined. We tried to pare it down to the most essential workflows for an MVP.

Exploration of different flows

• As someone who works in finance, I want to be able know when funds are being moved, and be able to approved or reject the movement easily.
• As someone who works in customer support and operations, I want to be able to see customer health at a glance.
  
  

components

"Logging in as" is a security issue

Because Liquid is a small startup within a larger startup, we naturally inherited a lot of things from the larger TripActions organization. “Logging in as” was a workaround feature that TripActions implemented in order to make changes to a customer account. This was a feature that was a huge security issue—there was no way to know exactly who made what changes because it looked like it was all coming from the customer!

After much convincing for those who held the the “log in as” feature near and dear to their hearts, we decided to implement customer settings into the Control Panel. This would not only give us all the features “log in as” had, but also additional controls internally.