Alida

Alida Sparq as of 2020 was a product that allows customer-centric brands such as Twitch to generate customer insights through surveys, polls, progressive profiling and more. It was Alida’s most important product and their was a long term plan to introduce many new products that would integrate together as a single platform to consolidate all analytics.

The long term goal was to separate some of Alida Sparqs many features as standalone product offerings that would eventually operate under an Alida ecosystem. Alida Analytics, the new feature that I would lead the design on would become one of new standalone products. However, Alida Analytics is planned to be first introduced inside Sparq as new feature.

Alida Analytics enabled users to access real-time customer experience metrics through real time customizable dashboards and time-series dashboards such as customer satisfaction (CSAT) and NPS. Alida Analytics will use Looker to utilize the users existing customer data to visualize dashboards and reports.

There were a couple challenges when we first approached this project. The first being that the company was going through an overall brand redesign and that included a new design system that these new Alida solutions would use. The other challenge was introducing Alida Analytics into Sparq as a product in small increments without disrupting the old Sparq workflow and allowing Analytics to separate from Sparq in the future.

The workflow of Sparq at the time allowed users to create activities/surveys to send to their customers. We decided to introduce the the feature to create dashboards in the same existing workflow as creating these activities since it’s been a familiar process for current users.

Since we were utilizing the power of Looker to generate the visualization for dashboards/reports we were able to finalize all the features Analytics would have. However, because we were introducing this product in increments within Sparq we needed to prioritize what features to implement in each release. We ran user interviews asking Sparq customers what features they will require in the first initial releases and what they’ll prefer in each new future release as well has common behavioral questions.

Over the next couple quarters we moved forward towards an Analytics product by mocking workflows and wireframes detailing every incremental new feature that is added to Analytics such as a list view, a share function, a filter, and more. Meanwhile would be designing workflows for Analytics more complicated features, Crosstabs and Datasets.

One the more challenging product features is being able to view and edit your datasets for dashboards and reports. Creating custom variables for datasets was a highly requested product feature by existing users. Users can create new variables and define values by specifying conditions for said values. Examples of conditions for these variables could be by Gender, date of birth by range, or location.

After project handover to other UX/UI designers following my departure from the company, there were needed visual design changes made to accommodate the new Alida design system that would have been finalized by then. Therefore visual changes and some workflow were made for all of Analytics including crosstabs, datasets, and dashboards.