Insights Redesign
About the project
Date:
July 2025
Company:
Skillable
Services:
SaaS Product Design
User Satisfaction
Increase in Daily Active Users
Decrease in Support Tickets
Problem
Despite being critical to customer renewals, Insights had significantly lower usage than expected. Most customers turned to CSMs, PowerBI, or spreadsheets to get the data they needed.
"A lot of our customers look to us to go, what does this mean? Um Is this good?"
Bev Underwood
Customer Success Manager
Discovery + Insights
Through 11 customer interviews, usage data, and a CSM survey, we uncovered several reasons adoption was so limited.
Confusing Metrics
Left customers asking, “Is this good?
Poor Discoverability
Since Insights lived behind a separate login and contained scattered reports with little explanation.
Competing User Needs
Program administrators, business decision makers, and CSMs all wanted different views of the data.
Technical Constraints
Difficult to personalize or segment reports for specific users.
Solution + Impact
Engineering needed to rebuild Insights to fix stability issues. I used that moment to rethink the experience, delivering quick wins to boost adoption and laying patterns we could build on later.
Confusing Metrics → Simplified Dashboard
I designed a streamlined dashboard that surfaced key metrics with clear context. This replaced dense, confusing charts and gave customers a straightforward answer to the question, “Is this good?”
Poor Discoverability → Unified Navigation + Clearer Reports
The new navigation integrated Insights with other Skillable products instead of leaving it siloed, making it easier to find and access. I also redesigned the reports page with previews and plain-language descriptions so customers could quickly understand what each report offered.
Technical Constraints → Pragmatic Workarounds
Although we couldn’t build native analytics in this phase, I worked with engineering to embed PowerBI reports seamlessly. This created a more cohesive experience while buying time to plan for future native solutions.
Competing User Needs → Focus on Primary Personas
Rather than trying to serve every stakeholder equally, we prioritized the Customer Admins and Business Decision Makers. Features like a dedicated invoices tab gave these users direct access to critical data, reducing reliance on CSMs and ensuring the product focused on its core audience.
