Migrating accounts is a slow and tedious process
Managing accounts and consolidating them across organizations can be a real challenge. In 2022 alone, over 18,000 mergers and acquisitions (M&A's) took place, each one requiring the reallocation of personnel, resources, and the unification of software licenses. But the need to consolidate accounts isn't exclusive to M&A's: within many companies, different teams may independently sign up for Calendly, inadvertently forming their own localized organizations.
This fragmentation can create significant pain points such as security risks, billing complexities, and inconsistencies in departmental procedures.
Existing migration processes were slow, manual, cumbersome, and offered little transparency to customers. A more seamless solution was needed, one that would equip customers with the tools and knowledge they needed to control their migration process.
Setting the goals
We aimed to bring two key changes:
Automate the migration process, reducing the CSM team's time spent on each migration
Enhance the customer experience by offering more visibility, updates, and control over the migration process
Understanding the Challenges
Understanding the core issues involved substantial research and collaboration with my product manager and engineers.
Weekly check-ins and feedback loops
Regular communication with CSMs helped uncover their pain points, and weekly design check-ins enabled ongoing feedback and adjustments. This iterative approach ensured alignment with users' needs.
The shared learning journey created stronger connections and uncovered valuable insights from CSMs as we continued further into the project
Uncovered challenges
The project was filled with complexities:
Uncertainty around the migration timelines at different companies steps affected communication and designs
This flow required interaction with different applications by different users, increasing the complexity
Challenges in incremental testing due to multiple features being added simultaneously
Designing with insight
Innovative solutions offer user choice
Some standout features I designed included:
Selective user migration, providing flexibility in who gets migrated
Admin control for invitations, scheduling, and notifications
An Event Type import and export feature, giving more control to users
[These changes] will greatly speed up my workflow... and simplify communication with my customers
—
Customer Success Manager
“
Reflections and learnings
What I would do differently
If I made a service blueprint earlier, we could have untangled the web of user interactions sooner, making our journey smoother. Going forward, implementing a blueprint from the outset will be a priority for larger projects, as it has proven to be a vital tool in aligning the team, predicting challenges, and ensuring a more coherent and efficient design process.
Results
Though quantitative metrics are not yet available, the qualitative insights are promising:
Customers appreciated the control and flexibility, potentially saving admin hours
CSMs loved the new features, with one saying it would "greatly speed up their workflow" and "simplify their communication with customers"
This project signifies a major step towards customer empowerment and process automation. By addressing complex challenges, and involving users in the design process, the project is set to transform the migration experience.