Overview
Transforming "noise" to notifications
Our notifications system was overwhelming users with irrelevant alerts, leading to disengagement and notification fatigue. The majority of users disabled notifications altogether, increasing the risk of missed updates, frustration and even churn.
I led the redesign the notification experience to be role-based, ensuring users only received relevant updates. This involved:
Defining role-specific notification preferences.
Auditing existing notification patterns to remove redundant or low-value alerts.
Introducing smart defaults to reduce setup friction and improve adoption.
Outcome
47% of previously disengaged users re-enabled notifications, improving engagement.
Reduced frustration and churn risk by ensuring users received only relevant, actionable updates.
My Role
Lead Product Designer, Research
Duration
Feb '24 to Apr '24
Customer Pain Points Resolved
Notification overload & noise
Customers feel overwhelmed by the sheer number of notifications they receive, making it difficult to focus on what matters.
Lack of granular control & customization
Users want more control over which notifications they receive and when.
Message notifications blend with other alerts
Users need more distinct notifications for customer messages to avoid missing SLAs
A need for push notifications
Users want control over when and how they receive push notifications.
Notification preferences based on user roles.
Rich in-app notification banners with metadata about SLA response and resolution times.
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