Team Tab
From zero functionality to a self-serve system used by 88% of active teams.
The Challenge
Until now, users couldn’t add or manage team members without contacting support.
It slowed them down and created unnecessary overhead for us.
We needed a scalable team management solution that gave users full control — with permissions, clarity, and zero friction.
What We Did
To understand why users weren’t managing their teams effectively, we ran targeted research across key user segments and the competitive landscape:
- 🎤 5 in-depth interviews to uncover frustrations with adding and managing team members
- 📊 200+ survey responses to validate patterns around collaboration habits and blockers
- 🔍 Analysis of 5 competitors to benchmark team management flows and identify gaps in user autonomy
Solution Principles
To guide the redesign, I anchored decisions around a few key principles. These ensured the new experience was not only functional but also aligned with user needs and scalable for future growth.
✅ Autonomy — Full control without support
🔒 Privacy-first — No contact syncing
🧩 Scalable — Designed for multi-location teams
Key Features
The redesigned team tab introduced several key features aimed at enhancing user autonomy, improving retention, and elevating Choco's overall value proposition:
- Self-Service Team Management: Implemented a user-friendly interface allowing users to easily add, remove, and manage team members without needing support from the live ops team.
High-Fidelity Prototype
- Delivered polished, responsive screens covering all core user flows: adding members, managing roles, and switching locations.
- Defined edge cases for multi-location permissions and admin hierarchies.
- Created clickable prototypes in Figma for stakeholder sign-off and user testing.
- Used real content and brand styling to simulate a live experience and de-risk implementation.
Impact
- Launched the first-ever self-serve team management for users — previously only possible via support.
- Reduced support tickets related to team changes by 40% within the first month.
- Achieved 88% adoption rate from new users in week one post-release.
- Enabled future scaling by introducing flexible role-based permissions and multi-location logic.
The Challenge
Until now, users couldn’t add or manage team members without contacting support.
It slowed them down and created unnecessary overhead for us.
We needed a scalable team management solution that gave users full control — with permissions, clarity, and zero friction.
What We Did
To understand why users weren’t managing their teams effectively, we ran targeted research across key user segments and the competitive landscape:
- 🎤 5 in-depth interviews to uncover frustrations with adding and managing team members
- 📊 200+ survey responses to validate patterns around collaboration habits and blockers
- 🔍 Analysis of 5 competitors to benchmark team management flows and identify gaps in user autonomy
Solution Principles
To guide the redesign, I anchored decisions around a few key principles. These ensured the new experience was not only functional but also aligned with user needs and scalable for future growth.
✅ Autonomy — Full control without support
🔒 Privacy-first — No contact syncing
🧩 Scalable — Designed for multi-location teams
Key Features
The redesigned team tab introduced several key features aimed at enhancing user autonomy, improving retention, and elevating Choco's overall value proposition:
- Self-Service Team Management: Implemented a user-friendly interface allowing users to easily add, remove, and manage team members without needing support from the live ops team.
Impact
- Launched the first-ever self-serve team management for users — previously only possible via support.
- Reduced support tickets related to team changes by 40% within the first month.
- Achieved 88% adoption rate from new users in week one post-release.
- Enabled future scaling by introducing flexible role-based permissions and multi-location logic.
The Challenge
Until now, users couldn’t add or manage team members without contacting support.
It slowed them down and created unnecessary overhead for us.
We needed a scalable team management solution that gave users full control — with permissions, clarity, and zero friction.
What We Did
To understand why users weren’t managing their teams effectively, we ran targeted research across key user segments and the competitive landscape:
- 🎤 5 in-depth interviews to uncover frustrations with adding and managing team members
- 📊 200+ survey responses to validate patterns around collaboration habits and blockers
- 🔍 Analysis of 5 competitors to benchmark team management flows and identify gaps in user autonomy
Solution Principles
To guide the redesign, I anchored decisions around a few key principles. These ensured the new experience was not only functional but also aligned with user needs and scalable for future growth.
✅ Autonomy — Full control without support
🔒 Privacy-first — No contact syncing
🧩 Scalable — Designed for multi-location teams
Key Features
The redesigned team tab introduced several key features aimed at enhancing user autonomy, improving retention, and elevating Choco's overall value proposition:
- Self-Service Team Management: Implemented a user-friendly interface allowing users to easily add, remove, and manage team members without needing support from the live ops team.
High-Fidelity Prototype
- Delivered polished, responsive screens covering all core user flows: adding members, managing roles, and switching locations.
- Defined edge cases for multi-location permissions and admin hierarchies.
- Created clickable prototypes in Figma for stakeholder sign-off and user testing.
- Used real content and brand styling to simulate a live experience and de-risk implementation.
Impact
- Launched the first-ever self-serve team management for users — previously only possible via support.
- Reduced support tickets related to team changes by 40% within the first month.
- Achieved 88% adoption rate from new users in week one post-release.
- Enabled future scaling by introducing flexible role-based permissions and multi-location logic.
The Challenge
Until now, users couldn’t add or manage team members without contacting support.
It slowed them down and created unnecessary overhead for us.
We needed a scalable team management solution that gave users full control — with permissions, clarity, and zero friction.
What We Did
To understand why users weren’t managing their teams effectively, we ran targeted research across key user segments and the competitive landscape:
- 🎤 5 in-depth interviews to uncover frustrations with adding and managing team members
- 📊 200+ survey responses to validate patterns around collaboration habits and blockers
- 🔍 Analysis of 5 competitors to benchmark team management flows and identify gaps in user autonomy
Solution Principles
To guide the redesign, I anchored decisions around a few key principles. These ensured the new experience was not only functional but also aligned with user needs and scalable for future growth.
✅ Autonomy — Full control without support
🔒 Privacy-first — No contact syncing
🧩 Scalable — Designed for multi-location teams
Key Features
The redesigned team tab introduced several key features aimed at enhancing user autonomy, improving retention, and elevating Choco's overall value proposition:
- Self-Service Team Management: Implemented a user-friendly interface allowing users to easily add, remove, and manage team members without needing support from the live ops team.
High-Fidelity Prototype
- Delivered polished, responsive screens covering all core user flows: adding members, managing roles, and switching locations.
- Defined edge cases for multi-location permissions and admin hierarchies.
- Created clickable prototypes in Figma for stakeholder sign-off and user testing.
- Used real content and brand styling to simulate a live experience and de-risk implementation.
Impact
- Launched the first-ever self-serve team management for users — previously only possible via support.
- Reduced support tickets related to team changes by 40% within the first month.
- Achieved 88% adoption rate from new users in week one post-release.
- Enabled future scaling by introducing flexible role-based permissions and multi-location logic.
The Challenge
Until now, users couldn’t add or manage team members without contacting support.
It slowed them down and created unnecessary overhead for us.
We needed a scalable team management solution that gave users full control — with permissions, clarity, and zero friction.
What We Did
To understand why users weren’t managing their teams effectively, we ran targeted research across key user segments and the competitive landscape:
- 🎤 5 in-depth interviews to uncover frustrations with adding and managing team members
- 📊 200+ survey responses to validate patterns around collaboration habits and blockers
- 🔍 Analysis of 5 competitors to benchmark team management flows and identify gaps in user autonomy
Solution Principles
To guide the redesign, I anchored decisions around a few key principles. These ensured the new experience was not only functional but also aligned with user needs and scalable for future growth.
✅ Autonomy — Full control without support
🔒 Privacy-first — No contact syncing
🧩 Scalable — Designed for multi-location teams
Key Features
The redesigned team tab introduced several key features aimed at enhancing user autonomy, improving retention, and elevating Choco's overall value proposition:
- Self-Service Team Management: Implemented a user-friendly interface allowing users to easily add, remove, and manage team members without needing support from the live ops team.
High-Fidelity Prototype
- Delivered polished, responsive screens covering all core user flows: adding members, managing roles, and switching locations.
- Defined edge cases for multi-location permissions and admin hierarchies.
- Created clickable prototypes in Figma for stakeholder sign-off and user testing.
- Used real content and brand styling to simulate a live experience and de-risk implementation.
Impact
- Launched the first-ever self-serve team management for users — previously only possible via support.
- Reduced support tickets related to team changes by 40% within the first month.
- Achieved 88% adoption rate from new users in week one post-release.
- Enabled future scaling by introducing flexible role-based permissions and multi-location logic.