💡 OVERVIEW

Designed a self-service reporting tool that gave Account Managers direct control to build and publish client-facing performance reports — replacing a manual, analyst-dependent workflow that created delays and consumed significant operational bandwidth. Before this, every client report required routing through internal resources, creating bottlenecks that slowed client relationship cycles. I led the design end to end.

✨ WHAT MADE IT MORE THAN A REPORTING TOOL

The surface-level ask was a reporting dashboard. The underlying problem was one of dependency and confidence — Account Managers didn't have the tools to do work that was fundamentally theirs to own, which meant internal analysts were constantly context-switching to handle requests that didn't require their expertise. The design challenge was building something flexible enough to serve varied client reporting needs while remaining simple enough that Account Managers with no analytics background could use it confidently and independently. Getting that balance right — powerful enough to replace the old workflow, approachable enough to eliminate the need for hand-holding — was the core design problem.

🎯 IMPACT

Achieved 85% user satisfaction with 90% of Account Managers finding the tool easy to use independently — a signal that the self-service model landed as intended. More meaningfully, the tool removed a recurring category of internal dependency, freeing analyst bandwidth for higher-leverage work and giving Account Managers faster turnaround on client deliverables. This project was an early proof point for what became a recurring design theme across the portfolio: operational tools that give practitioners direct ownership of their workflows.