Designing a Console That Matches the Customer Journey

The Console was intentionally designed to enable rapid growth by allowing multiple small product teams to ship their frontend experiences autonomously. However, this approach led to a lack of centralized governance and inconsistency across products, causing user frustration. To address this, Twilio redesigned the Console from a user experience perspective, wearing customer shoes through CSAT surveys, support tickets, and usability testing notes. The new design organizes information based on the development lifecycle, with designated areas for each phase, simplifying the experience and removing duplicative content. The redesign also created a coherent product menu that allows users to explore and learn about other Twilio products, and added direct links to product documentation. The goal is to build a better end-to-end experience that supports customers' journeys with Twilio.

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