Overcoming the challenges of designing a B2B2C product

Reflecting back on my design process

Mobile screens showing a concept of a document verification experience
Illustration showing the traditional double-diamond design process
Building a B2B2C product adds some challenges to the traditional design-thinking process.

Gathering user insights

Designing for a growing product

Images of our product in 2016 and in 2020, showing its visual evolution.
Between 2016 and 2020, the SDK has evolved a lot visually and in the way it works.
Image highlighting some differences between our 3 SDKs: camera lenses, face detection performance, manual video recording.
Screenshot from Figma showing design specification to add vibration to our experience. There’s a link to the iOS guidelines regarding a vibration pattern.
We use haptic feedback when face detection is successful.
Screenshot from Slack showing our reminder to add something to the braintrust agenda.
We have a weekly reminder on Slack to add topics to the Braintrust open agenda.

Release, learn & iterate

Our design impact spreadsheet showing the project date, designer’s contact, project name, initiative, goals and expected impact, success state, and notes.
Our repository gathering projects, goals and impact.

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Senior Product Designer at Intercom ∙ charlottesferruzza.com

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