Empowering Admins to Standardise Stakeholder Updates for Ongoing Incidents
ATLASSIAN
ENTERPRISE SaaS
Product
Jira Service Management
Role
Lead Designer
Timeline
2 months
Team size
Design: 2 (PD+CD)
Product & Engineering: 10
My direct contribution
Leading the end-to-end designs and delivery
What did we do?
We proposed, designed, and shipped a key feature in Jira Service Management to streamline stakeholder communication for ongoing incidents
Disclaimer:
This project is under Non Disclosure agreement, please reach out for more information. Meanwhile get a brief insight for this project below.
Here's a quick summary
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The Problem
Stakeholders need to be updated at every step during an ongoing incident. At a large organisations, there are multiple teams working on multiple ongoing incidents. Often, the communication sent to stakeholders are not streamlined and feels that the updates are coming from completely different companies.
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the solution
After thorough research, we designed a feature for admins to create Stakeholder Templates according to their need, and take control of all the outgoing emails/updates to their stakeholders.
IMPACT & OUTCOMES
+22%
Increase in CSAT scores from stakeholders
17%
Reduction in followups on emails by stakeholders
Don't be a stranger!
Have an opportunity for me, want to share ideas, or just chat? Iām all ears!
