OUR COMPANY
Bring your ideas to life
Anything you've even dreamed about is possible to realise just at the moment when you decided to win.
1
Overview
Storyblocks' communication with users throughout the customer lifecycle was previously highly fragmented and incohesive. With the stock media market becoming increasingly competitive, Storyblocks recognized the need for additional initiatives to meet retention targets and maintain a long-term competitive edge.
To address this, we launched a cross-team initiative in Q2 2024 to map the entire customer journey, identify gaps and opportunities, and establish a vision for a more cohesive and streamlined experience. This comprehensive research and design effort laid the foundation for a unified omnichannel communication strategy, enabling more meaningful and effective engagement with customers at every stage of their journey.
My Role
As a lead Product Designer on the initiative, I collaborated cross-functinally aross the organization to gather data, feedback and perspectives in order to create a holistic user journey as well as strategize on the Customer Communications full cycle updates. I also conducted user research, crafted wireframes and prototypes, conducted user testing, and designed, built and implemented email campaigns for adoption and retention phases with the help of Emailify figma plugin.
As part of the team, I performed user research, co-facilitated workshops and created user journey flows, wireframe and prototypes. The research, feedback and insights were then delivered to stakeholders. The project continued to be iterated on from other design team members thereafter.
Some key artifacts created were an end-to-end customer experience journey map, Customer Lifecycle Communications, as well as email infrastructure foundational work, and on-boarding and setup of the product
Lead UX Designer. Consolidated research, conducted audits, interviewed experts, created concepts and artifacts to communicate current state/ideal state/potential futures (journey maps, prototypes, storyboards, share-out reports and presentations). Socialized artifacts to get alignment across the organization and identify key needs that would drive the experience to the next level.
To address this, we launched a cross-team initiative in Q2 2024 to map the entire customer journey, identify gaps and opportunities, and establish a vision for a more cohesive and streamlined experience. This comprehensive research and design effort laid the foundation for a unified omnichannel communication strategy, enabling more meaningful and effective engagement with customers at every stage of their journey.
My Role
As a lead Product Designer on the initiative, I collaborated cross-functinally aross the organization to gather data, feedback and perspectives in order to create a holistic user journey as well as strategize on the Customer Communications full cycle updates. I also conducted user research, crafted wireframes and prototypes, conducted user testing, and designed, built and implemented email campaigns for adoption and retention phases with the help of Emailify figma plugin.
As part of the team, I performed user research, co-facilitated workshops and created user journey flows, wireframe and prototypes. The research, feedback and insights were then delivered to stakeholders. The project continued to be iterated on from other design team members thereafter.
Some key artifacts created were an end-to-end customer experience journey map, Customer Lifecycle Communications, as well as email infrastructure foundational work, and on-boarding and setup of the product
Lead UX Designer. Consolidated research, conducted audits, interviewed experts, created concepts and artifacts to communicate current state/ideal state/potential futures (journey maps, prototypes, storyboards, share-out reports and presentations). Socialized artifacts to get alignment across the organization and identify key needs that would drive the experience to the next level.
2
Company
Storyblocks is a subscription-based stock media platform designed for storytellers and video creators, offering an extensive library of royalty-free video, audio, templates, and image content for both individual creators and businesses. In addition to its media library, Storyblocks provides a video editing tool and plugins to streamline the creation process.
Goal
The goal was to review, redesign, and implement a company-wide relationship management strategy ... full cycle of the...design a company resource management
Tools
Figma, Figjam, Intercom, Emailify
Goal
The goal was to review, redesign, and implement a company-wide relationship management strategy ... full cycle of the...design a company resource management
Tools
Figma, Figjam, Intercom, Emailify
Who are the Storyblocks Customers?
1.
Context
Constrains
Constrains
Mapping out a Holistic User Journey
Before defining how we could ... , we first needed to understand the end-to-end customer experience (CX) in place (where are the breaks in the experience and the root cause of these issues so we could determine where our team's contribution could be more effective and where we could influence other teams).
We collected existing artifacts from within the organization that documented pieces of the larger ecosystem and conducted interviews to fill the gaps and document every stage of the process.
Consolidated existing user research and data
analytics
We collected existing artifacts from within the organization that documented pieces of the larger ecosystem and conducted interviews to fill the gaps and document every stage of the process.
Consolidated existing user research and data
analytics
Explore Our Features
We work hard every day to make our customers' lives better and happier
Why?
Uncreasing the number of users
Increasing Profitability per customer
Rasing customer satisfaction
Improving end-to end integration of the sales process cycle.
Business needs analysis
Communication gaps
Some pain points
We set off to ... CRM strategy
2-3 pain points:
- No onboarding
make a list of assumptions
Business goals
User interviews (quotes)
Emergent needs
How might you solve the pain points?
What features?
User journeys
Task model
Uncreasing the number of users
Increasing Profitability per customer
Rasing customer satisfaction
Improving end-to end integration of the sales process cycle.
Business needs analysis
Communication gaps
Some pain points
We set off to ... CRM strategy
2-3 pain points:
- No onboarding
make a list of assumptions
Business goals
User interviews (quotes)
Emergent needs
How might you solve the pain points?
What features?
User journeys
Task model
Establishing the infrastructure foundations
We want to build out a centralized member preference center for email notifications to a) improve the user's experience in both opting in and out of existing Storyblocks communications and b) prepare the foundation for 2 upcoming initiatives in 2023,
????Personalized user re-engagement emails and ????Product triggered alerts.
Regulations. Needed to take out marketing checkbox from the terms and conditions
Accessibility and focus order
????Personalized user re-engagement emails and ????Product triggered alerts.
Regulations. Needed to take out marketing checkbox from the terms and conditions
Accessibility and focus order
CRM Phases
Infographics
Improving adoption through streamlined onboarding
Why we started with onboarding
A streamlined onboarding process ensures that users quickly grasp the CRM functionalities, promoting widespread adoption and utilization of the system.
accelerates the time it takes for users to derive value
helps users discover and understand these features, ensuring they make the most of the SB capabilities
What we did: onsite communications (intercom), emails, mapped out with pages on site.
We wanted to get a holistic view of our communications to make sure we... logical, no overlaps...
guiding to best and most downloaded content
A streamlined onboarding process ensures that users quickly grasp the CRM functionalities, promoting widespread adoption and utilization of the system.
accelerates the time it takes for users to derive value
helps users discover and understand these features, ensuring they make the most of the SB capabilities
What we did: onsite communications (intercom), emails, mapped out with pages on site.
We wanted to get a holistic view of our communications to make sure we... logical, no overlaps...
guiding to best and most downloaded content
Mapping out onboarding
Outcomes
Future Steps