NICE Gainsight PX Engagements
Model & Design In-app Engagements for NICE CXone
UX Strategy • Figma Flows • UI Templates • Governance Model • Playbook
Problem
How does the leading CX platform create seamless in-app engagements using newly acquired non-developer tool, Gainsight PX?
Time
1 month - Framework & Governance
4 months - UX/UI Templates
1 month - UX Playbook
1 week - Knowledge transfer
Team (OneSpring)
Joel Tachau (UX Designer)
Daissy Linares (UX Consultant)
Bill Bangs (Director of UX, CXone)
Tools
FigJam, Figma
Gainsight PX
Miro
MS Teams, SharePoint
Challenge
Discovery of business and product goals for CXone user engagement
Current process and re-engineering/redesign recommendations
Best practices, governance, and framework for Gainsight PX
Model engagement creation, approval, launch and analysis
Figma flows, UI templates and guidelines for CXone product engagements
Discovery
The discovery phase defined the current CXone product release processes from the user's perspective. Research aimed to accelerate product releases by documenting the product approval process inside NICE. I provided a strategy and tactics for defining NICE customers’ needs, pain points, and iterative feedback loops to improve the customer experience in future product implementations.
Engagement Figma Component
UI/UX Design Templates
Based on discovery findings and recommendations, I refined an engagement framework and governance model, designed CXone branded templates of the main engagement types and validated the framework by creating and deploying CXone engagements for selected products.
UX Playbook
A key deliverable was an engagement playbook, a primer for CXone Product Managers and UX Designers to quickly create and deploy engagements using the new process and branded templates. I gathered feedback on the playbook and templates, refined them and delivered an array of current Gainsight PX engagements, CXone design system components and best practice engagement examples.
