ROLE: PRODUCT & SERVICE DESIGN LEAD / YEAR: 2025 / CLIENT: MOTLEY AI
Motley: AI automation for business reporting.
Motley AI is an AI-powered intelligence platform that automatically generates tailored Customer Success reports for CSM teams.
As the Product & Service Design Lead, I collaborated closely with a small core team including the CEO, Tech Lead, and frontend/backend developers to design and deliver the first product launched to market. I led the transformation of a complex, AI-powered backend into a streamlined, insight-driven experience for enterprise users, working end to end from discovery through to implementation in a fast-paced startup environment.
Challenge: Prototype, Test & Refine ⚡
Rapidly prototype, test, and refine a frictionless experience around a powerful AI engine that generates tailored Customer Success reports. Through continuous iteration with early adopters, the goal was to validate product-market fit, accelerate time-to-insight, and lay the groundwork for a scalable SaaS solution.
1. Prototype
I translated product requirements and user needs into interactive prototypes, mapping key user flows from report creation to insight delivery. The focus was on clarity, automation, and reducing cognitive load. I designed low-to-high fidelity prototypes in Figma, collaborating closely with the Tech Lead to ensure feasibility and alignment with the AI engine’s capabilities.
Marketing Page
A Customer Experience Mapping workshop was conducted to analyse pain-points and idenitfy opportunities for improvement.
Product Pages
Product Page: Dashboard
Product Page: Client Profile
Product Page: Create new report from data sources
Product Page: AI-led report generation
2. Test
We ran weekly usability testing sessions with Customer Success Managers from early partner companies. While the primary focus was on validating core assumptions, identifying pain points, and refining usability, some feedback also touched on perceived value and adoption potential. Insights from these sessions were synthesized into actionable recommendations that shaped subsequent product iterations.
3. Refine and Deliver
Key insights from usability testing included:
✔️ Clarifying first-time user onboarding and navigation flow.
✔️ Improving transparency in how AI-generated insights are derived.
✔️ Expanding customization options for tailored client reports.
✔️ Addressing integration challenges with common CRM and analytics tools.
✔️ Streamlining workflows to save CSMs time in preparing for client meetings.
✔️ Improving chart readability and data labelling.
✔️ Capturing early signals of adoption potential and perceived value.