Local Business Day to Day
As a comprehensive customer interaction platform used by over 100,000 local businesses world-wide, businesses use Podium to communicate with their customers, run marketing campaigns, set appointments, accept payments, get reviews, and more.
Every day, millions of local businesses are presented with a variety of tasks that keep things running and push their business forward. Whether it be talking to potential customers, scheduling an appointment, collecting payment, or asking for a review, it’s these critical workflows that keep the lights on and customers coming back.
As the Senior Product Designer over the workflows and integrations team at Podium, I was focused on creating a new platform to help businesses using Podium to automate the critical steps in the customer journey and help scale their business.
Automating the Customer Journey
As the platform that modernizes local business, Podium had the opportunity to modernize the way a business completes its day-to-day tasks and drastically reduce workload.
I was able to help our team conduct customer research that uncovered key insights to make automation across Podium simpler, more discoverable, and more powerful. Our users wanted something that would help them do more faster, but not get in their way while they were trying to focus on their customers.
I conducted a large cross-functional design sprint that helped our team visualize how these insights would influence the new Workflows platform, and was able to construct a compelling vision that shaped our roadmap.
Workflows Platform
Podium Workflows evolved into a powerful new platform that allowed businesses to quickly and easily create if/then automations for critical customer interactions like sending reminders, setting appointments, or sending payment links. I was able to design the new Workflows platform to use simple language and interactions that were easily understood, and integrate it with the rest of the platform to recognize repetitive behaviors and suggest prebuilt workflows for users.
After a limited beta release, Podium Workflows generated over $300,000 in ARR in only a few days, and has already helped businesses send millions of messages to their customers, organize and optimize their inboxes, and revealed a massive ROI for it’s users.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Podium.