Launching an admin center to power account growth
Project Overview
Background and Context
TrackVia is a low-code workflow automation platform designed to help businesses streamline operations, enhance productivity, and build custom applications. It empowers business professionals to create custom business applications that power their operations, all without requiring deep coding expertise.
As ours customers’ tenure with TrackVia grew, we found they often felt overwhelmed with compounding complexity and struggling to manage their apps as they scaled.
This case study outlines how I led the design of App Insights, a central administration hub that provides visibility into critical account data, empowering customers to manage and grow their applications.
Project Details
Company & Timeline: TrackVia, March 2024 - July 2024
Collaborators: Isaac Linder, Senior Product Manager, Scott Paradis, Director of Software Engineering
Role: Lead Product Designer
Industry: B2B Workflow automation | Enterprise low-code app building software
Problem & Opportunity
The Problem
As customer applications grow, so do their complexity. What begins as a simple app structure often evolves into intricate systems with hundreds of interconnected resources.
Customers lacked visibility into critical app information, leading to overwhelm and scalability blockers.
Internally, this was also an issue for team efficiency, as support and ops teams were bogged down by responding to repetitive customer queries about account metadata, slowing down internal teams and causing customer bottlenecks.
Process
Customer discovery
We conducted customer discovery with 10 enterprise customers and found that admins struggle with managing complex accounts due to a lack of visibility into how resources, permissions, and usage are connected—leading to fear of making changes.
Collaboration with Product, Engineering, and Customer Support
I collaborated with Product to align on business outcomes, brought in engineering to weigh technical approaches, and consulted with our Support teams for impact analysis.
Weighing tradeoffs & prioritizing a solution
We prioritized delivering visibility into App Scripts and Automated Communications as high-impact, low-effort features to quickly provide value and validate this new direction.
Final Solution
The final solution provided one central location to look at app scripts and automated communication across an entire account. Features include:
Consolidated visibility into app scripts and automated communications
Table-based format for scalability and easy data consumption
Filtering, sorting, and search to quickly target critical information
Deep linking to underlying resources for quick triage and action
Impact
User Feedback
Within 30 days of launching App Insights, customers reported significant improvements in managing their applications:
“I will no longer need to maintain a separate database of my scripts. This has saved me countless hours.”
“I love being able to see multiple table-specific settings and assets at once without having to open several layers of the interface on each table.”
“App Insights helped me identify and remove obsolete scripts and notifications, streamlining my application.”
Business Impact
10.5h
〰️
10.5h 〰️
Increased operational efficiency: Customer support and operations teams saved a collective 10.5 hours per week previously spent manually pulling reports for customers. This freed up resources for higher-priority tasks.
$1.1M
~
$1.1M ~
Reducing churn: By addressing a long-standing customer need, we increased customer satisfaction, protecting $1.1M in annual recurring revenue.
Enhanced development pipeline : The launch of App Insights allowed us to modernize our framework and development pipeline, enabling faster and more flexible deployments. This improved our ability to release new features more securely and efficiently.
Next Steps
We are continuing to evolve App Insights to continue to help our customers cut through fragmented information to find clarity and drive action within their apps. Through ongoing customer interviews and discovery sessions, we’ve uncovered critical pain points that continue to shape our product roadmap.
One of the most persistent challenges our customers face is navigating through disparate information to manage users effectively across their app ecosystem.
To address this, we’re actively prototyping features that surface clear, actionable insights about user access, roles, and group relationships, and exploring how AI can be integrated into the product to solve these needs.