Yext's initial market was small, brick and mortar businesses. When we began offering the ability to respond to reviews on Facebook, Google, Yelp, etc., all from a single platform, there was no expectation that within a few years we'd have Enterprise sized companies trying to respond to 100+ reviews at a time.

This led to an extremely frustrating workflow, in which review responders would need to sift through a complicated table to find the right reviews, click on each one individually to open a modal and respond, and then close the modal to find the next review. Needless to say, responding to more than just a few could be a maddening experience.

Our enterprise customers were demanding a new approach. I was tasked with finding the solution along with the Reviews PM.

While the basic issue was clear, we did not want to design or produce anything without understanding the ins and outs of the problem. The Reviews PM and I met with 5 of our largest customers using the review response product to see how much we learn.

Each customer had two different types of users we met with--supervisors, and those actually responding to the reviews. Both had different things they were looking for in the redesign.

I did a series of quick "wireframes", or in this case using components we had off-the-shelf to create a quick high-fidelity design. I then garnered feedback from a variety of sources including PMs, my fellow designers, and our users.

While general sentiment was good, there was some clear issues to clean up. Most important of all was that the component we had wanted to reuse for the list of reviews was conflicting with our new left navigation. We would need to scrap it and build a few new components.

After gathering this feedback, I did a final round of designs that were much improved. While the first time we had tried to reuse as many components as possible, speaking with the external teams using our review response product made it clear that we needed a custom approach for this flow.

I worked with the UX engineering team to design and engineer several components for the new horizontal workflow container I was proposing. We also made sure to address the other points of feedback with a revised design.

Ultimately, we met with our clients and allowed them to preview the new flow with a feature flag. They were pleased, and apart from a few minor edits, the flow was released and adopted by our customers.