Transfer Forms to Another Account Flow
Product Designer
Figma
1 month
Problems
Users had to create support tickets and wait for assistance to transfer forms between accounts, resulting in a time-consuming and inefficient experience.
Form transfer requests generated 2,800 L2 support tickets, creating a significant operational burden for the Technical Support team.
Users had to create support tickets and wait for assistance to transfer forms between accounts, resulting in a time-consuming and inefficient experience.
Form transfer requests generated 2,800 L2 support tickets, creating a significant operational burden for the Technical Support team.
Solution
I designed a new self-service account management feature that enables users to request form transfers between Jotform accounts and manage both sent and received transfer requests, including accepting or rejecting incoming requests. The new workflow reduces dependency on Technical Support and streamlines the end-to-end form transfer experience.
I designed a new self-service account management feature that enables users to request form transfers between Jotform accounts and manage both sent and received transfer requests, including accepting or rejecting incoming requests. The new workflow reduces dependency on Technical Support and streamlines the end-to-end form transfer experience.
My contribution
I analyzed form transfer support tickets to identify recurring user pain points, then conducted competitive research on similar SaaS transfer workflows. I translated these insights into early user flow explorations and collaborated with the Product team to determine where the feature should live within the account experience. I then iterated on the design based on feedback and refined the flow into the final solution.
I analyzed form transfer support tickets to identify recurring user pain points, then conducted competitive research on similar SaaS transfer workflows. I translated these insights into early user flow explorations and collaborated with the Product team to determine where the feature should live within the account experience. I then iterated on the design based on feedback and refined the flow into the final solution.
Impact
Form transfer-related support tickets decreased after launch, reducing the operational burden on the Technical Support team.
During the first 10 months after launch, the feature was associated with a 1% increase in paid users. Longer-term impact has not yet been measured.
Form transfer-related support tickets decreased after launch, reducing the operational burden on the Technical Support team.
During the first 10 months after launch, the feature was associated with a 1% increase in paid users. Longer-term impact has not yet been measured.
Design Process
Design Process
The Problem Space - Support Tickets
The Problem Space - Support Tickets
Market Research
Market Research
Drafts
Drafts
Final - Desktop
Final - Desktop
Final - Mobile
Final - Mobile
Other Works
