MUXA Design Studio
MUXA Design Studio
A fully configurable internal tool that brings together customer feedback from 19 products and 9 channels, making it easy for teams to explore, analyze, and act on what users are really saying.
Atlassian needed a way to turn scattered user feedback into a centralized, actionable view.
We partnered with their team to design an internal tool that connects the dots, giving product managers and account managers the ability to explore raw feedback, identify trends, and measure impact across all products and channels. The hard part was never collecting feedback, it was making sense of it once it arrived from everywhere at once.
Through iterative research, wireframes, data visualization, and multiple rounds of usability testing, we built a flexible, user-centered solution grounded in Atlassian's design system. From customer sentiment to feedback themes, the final product empowers teams to prioritize with confidence and finally close the loop.
This type of chart is multi-dimensional, versatile, and allowed more data points than other charts. Since Atlassian decided to build their own tool rather than buy one, we had more creative license than usual to break the traditional data visualization boundaries.
Tree maps are used throughout the design to communicate feedback volume and negative sentiment change through either themes, customers, channels, or products. Size encodes the volume of feedback; color encodes the negative sentiment change, so a single block tells you both how loud a topic is and how fast it is turning sour.
One of the goals of the project was to help product managers move from a high-level overview of feedback trends to the raw details of individual comments. The view reveals patterns, tracks sentiment, and connects insights directly to users and products.
From the main view, product managers can:
When more context is needed, they can drill down into verbatim feedback, view user profiles, and even reply or schedule time with users to learn more about their experiences.
The feedback needed to be divided into several slices at a high level first, and then a more detailed view. The deepest level was Raw Feedback, which was the most interesting to most of the users, since it provides an unbiased, unfiltered view into the verbatim feedback shared by users. It also showed how that feedback was rolled up into the other slices, so a user could always trace a trend back to the comments underneath it.
We opted for flat, minimal styles for any new styles that were not already in the Atlassian design system, for example, the data visualizations. We also opted to avoid the traditional red, yellow, green stoplight pattern to show positive and negative trends, in order to be accessible and color-blind friendly.
In addition to final product design, we provided user flows, information architecture, wireframes, prioritized usability testing findings and recommendations, and design system updates. The deliverable was a system the Atlassian team could keep building on, not a single set of screens.
More selected work across enterprise AI, narrative intelligence, and complex internal systems.