Spaces

Spaces

Reimagining how teams collaborate on digital experience data. A centralized hub for organizing, sharing, and acting on insights.

Reimagining how teams collaborate on digital experience data. A centralized hub for organizing, sharing, and acting on insights.

Staff Product Designer

Staff Product Designer

Fullstory

2024

Enterprise

01

Summary

Summary

In an effort to enhance user activation, the “Spaces” project set out to provide new users with access to colleague-created workspaces that were populated with relevant data and insights.


Spaces was the sum of a robust feature set including massive updates to our global navigation, a new surface area in the app for shared workspaces, new flows for managing objects’ owning spaces, and more. Spaces launched early in 2024 and is currently available to all Enterprise customers at FullStory.

Problem

Struggling to Access Relevant Data Hinders Activation

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

02

Context

the four key problem areas we focused on

For years, feedback from customers and prospects consistently highlighted the underlying need for more semantic structure to the way objects within Fullstory were displayed.

Navigation

Numerous collaborative frameworks and models have been utilized to enhance the operational effectiveness of this project's path.

Discovery

A variety of integrated systems and methodologies have been employed to boost the operational productivity of this initiative's course.

Space management

An array of cooperative structures and strategies have been harnessed to improve the operational performance of this program's direction.

Activation

A myriad of synergistic frameworks and paradigms have been leveraged to catalyze the operational efficiencies of this initiative's trajectory.

Goals

Primary

Increase activation

Increase activation

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

Secondary

Improve navigation

Improve navigation

Our goal was to enable new users to quickly find relevant data and objects upon signing in. By streamlining access, we aimed to boost activation metrics and establish a foundation for future collaboration-focused features.

Our goal was to enable new users to quickly find relevant data and objects upon signing in. By streamlining access, we aimed to boost activation metrics and establish a foundation for future collaboration-focused features.

03

Process

01

Initial Insight

02

Discovery

Led cross-functional alignment using the Team Expectations Template (TET) to define the problem space, establish KPIs, and identify solution opportunities. Created a Decision Log to track open questions with RACI assignments, ensuring clear ownership and accountability throughout the project.

03

Development + Refinement

04

Pre-Launch

05

Launch

06

Post-Launch

Initial Insight

Discovery

Development + Refinement

Pre-Launch

Launch

Post-Launch

04

Research + Validation

Research + Validation

Getting close to how Enterprise teams actually used FullStory day-to-day was the starting point.

Getting close to how Enterprise teams actually used FullStory day-to-day was the starting point.

Getting close to how Enterprise teams actually used FullStory day-to-day was the starting point.

User Interviews

Conducted interviews with new Enterprise customers to understand their onboarding experience and identify friction points in discovering and organizing FullStory data.

Conducted interviews with new Enterprise customers to understand their onboarding experience and identify friction points in discovering and organizing FullStory data.

Cross-functional Input

Analyzed session recordings of new users navigating the product to identify where they struggled, abandoned tasks, or showed signs of confusion.

Analyzed session recordings of new users navigating the product to identify where they struggled, abandoned tasks, or showed signs of confusion.

Quantitative Data

Examined activation metrics and user behavior patterns to quantify the impact of poor workspace organization and feature discovery.

Examined activation metrics and user behavior patterns to quantify the impact of poor workspace organization and feature discovery.

Design System Mandate

Collaborated with Sales, Customer Success, and Support teams to gather insights from customer conversations and identify common pain points across the user base.

Collaborated with Sales, Customer Success, and Support teams to gather insights from customer conversations and identify common pain points across the user base.

Validation

We validated incrementally, not all at once. Each phase had its own questions to answer.

We validated incrementally, not all at once. Each phase had its own questions to answer.

Alpha

Private beta

General Availability

Featured items

Launched to a limited group of Enterprise customers who had expressed interest in better workspace organization. Beta testing revealed the importance of the empty state experience.

Clear add & Create

Alpha testing highlighted confusion between creating and adding objects. To address this, we standardized ‘Create’ for making new objects, always paired with a plus sign, and ‘Add’ for incorporating existing ones, using a plus-in-circle icon. This approach improved clarity while keeping interactions intuitive and consistent.

Alpha

Private beta

General Availability

Alpha permutation

Rolled out Spaces to internal FullStory teams first. This phase helped us validate core functionality, identify technical issues, and refine the workspace creation flow based on how our own teams used the feature. Internal feedback shaped key decisions around navigation hierarchy and default workspace settings.

05

Solution

001 / 003

Workspace creation flow

Workspace creation flow

Teams needed a clear, efficient path to organize their FullStory data by project context. The new workspace creation flow guides users through setup with progressive disclosure and smart defaults.

How it works

When users first open a new Space, they see an empty state designed to get them productive quickly. Three action cards offer the easiest ways to add content: create from a template, import an existing dashboard, or pull items from their library. Scroll down and you'll find pre-built analytics sections showing high-value data insights.

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

Design Rationale

A blank canvas sounds great in theory, but it actually slows teams down. Through customer interviews, we identified the data insights that matter most when teams are getting started, then pre-populated new Spaces with those specific metrics.

The three-option card layout gives clear next steps without creating decision paralysis, and the example sections below show teams how to organize their own data.

05

Solution

001 / 003

Workspace creation flow

Workspace creation flow

Teams needed a clear, efficient path to organize their FullStory data by project context. The new workspace creation flow guides users through setup with progressive disclosure and smart defaults.

How it works

When users first open a new Space, they see an empty state designed to get them productive quickly. Three action cards offer the easiest ways to add content: create from a template, import an existing dashboard, or pull items from their library. Scroll down and you'll find pre-built analytics sections showing high-value data insights.

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

Design Rationale

A blank canvas sounds great in theory, but it actually slows teams down. Through customer interviews, we identified the data insights that matter most when teams are getting started, then pre-populated new Spaces with those specific metrics.

The three-option card layout gives clear next steps without creating decision paralysis, and the example sections below show teams how to organize their own data.

05

Solution

001 / 003

Workspace creation flow

Workspace creation flow

Teams needed a clear, efficient path to organize their FullStory data by project context. The new workspace creation flow guides users through setup with progressive disclosure and smart defaults.

How it works

When users first open a new Space, they see an empty state designed to get them productive quickly. Three action cards offer the easiest ways to add content: create from a template, import an existing dashboard, or pull items from their library. Scroll down and you'll find pre-built analytics sections showing high-value data insights.

New Enterprise FullStory users often struggle to find data and objects relevant to their needs, making it harder to quickly realize the platform’s value. This challenge during a crucial stage of the customer journey has contributed to lower activation rates.

Design Rationale

A blank canvas sounds great in theory, but it actually slows teams down. Through customer interviews, we identified the data insights that matter most when teams are getting started, then pre-populated new Spaces with those specific metrics.

The three-option card layout gives clear next steps without creating decision paralysis, and the example sections below show teams how to organize their own data.

06

Results

Results

Results

0%

Product analytics engagement

0%

Product analytics engagement

0%

Product analytics engagement

0%

Enterprise deal win-rate (when a shared workspaces feature was critical)

0%

Enterprise deal win-rate (when a shared workspaces feature was critical)

0%

Activation rate

0%

Activation rate

0%

Activation rate