Self-Service Metric Editing

Enabled enterprise users to create and edit custom metrics without relying on support, slashing delays and boosting efficiency.

Role

UX Research
UX Design

Date

Oct 2024

Team

Product Manager, Architect, Product Owner, Lead Front End Engineer

CHALLENGE

Dependency Slowed Everyone Down

Enterprise customers needed tailored metrics to track their unique goals, but only Bullhorn’s Support and Implementation teams could create them. This bottleneck frustrated users with delays—sometimes days—for even small tweaks, bogging down workflows and piling extra work on internal teams.

CHALLENGE

Dependency Slowed Everyone Down

CHALLENGE

Dependency Slowed Everyone Down

SOLUTION

Freedom for Users

Give users the power to build and edit their own metrics directly in the Analytics tool, no support tickets required.

SOLUTION

Freedom for Users

Give users the power to build and edit their own metrics directly in the Analytics tool, no support tickets required.

SOLUTION

Freedom for Users

Give users the power to build and edit their own metrics directly in the Analytics tool, no support tickets required.

APPROACH

Cracked the JSON Puzzle - decoding the backend to simplify the front end.

I started by shadowing the Support and Implementation teams, watching them demo the existing JSON-based metric creation process—hidden from users—and digging through dense documentation. It was clear: what took JSON wizardry behind the scenes could be simplified for users with the right interface.users the power to build and edit their own metrics directly in the Analytics tool, no support tickets required.

APPROACH

Cracked the JSON Puzzle - decoding the backend to simplify the front end.

APPROACH

Cracked the JSON Puzzle - decoding the backend to simplify the front end.

RESEARCH

Interviews revealed what users needed to edit most.

I interviewed the Implementation & Support Leader to pinpoint pain points. They highlighted four big asks for them to edit:

Metric names: To adjust the out-of-the-box metrics to match their business terms.
Dates: To determine whether data should be included in a selected timeframe.
Filters: To narrow down the results of this metric.
Ownership: To determine who is credited with the activity

STRATEGY

Built It Step by Step

To avoid overwhelming users and our dev team, I worked with the Product Manager and Architect to break it into 3 phases:

STRATEGY

Built It Step by Step

To avoid overwhelming users and our dev team, I worked with the Product Manager and Architect to break it into 3 phases:

STRATEGY

Built It Step by Step

To avoid overwhelming users and our dev team, I worked with the Product Manager and Architect to break it into 3 phases:

DESIGN

Tested Two Paths

I explored two design patterns: a streamlined form-based editor and a visual drag-and-drop setup. Both aimed to turn JSON complexity into something approachable, but I needed feedback to pick a winner.

DESIGN

Tested Two Paths

DESIGN

Tested Two Paths

Boxed Approach

Uses boxes to make it clear what filters are grouped together

Lined Approach

Uses vertical lines on the left side to group filters together

USER TESTING

Early Users Spoke Up

An early-access customer rated it 7/10. They loved the concept but got lost navigating editable metrics and craved more control. Their input sparked a key tweak: a new drawer UI to spotlight the active metric and clarify what’s editable.

DESIGN