Gloo+ Full Product Experience Lift

The Challenge
Gloo+ aimed to empower organizations to deepen connections and amplify impact within their communities. However, the platform faced challenges: it lacked alignment with user needs, processes were disjointed, and the absence of a design system led to inconsistent user experiences. Additionally, Gloo needed to establish a scalable framework for product growth while delivering immediate improvements for its diverse user base.

My Role
As Head of Experience, I led the comprehensive redesign of Gloo+, overseeing design, user research, motion, and product management. I worked closely with the C-suite to ensure the product advanced strategically and with purpose. A key part of my role was creating clear lines of communication and processes to ensure seamless handoffs from design to engineering, enabling efficient execution and high-quality outcomes.

The Approach

User Research and Persona Development

Conducted in-depth research through user interviews, surveys, and data analysis to identify key pain points and opportunities.

Developed detailed user personas to represent Gloo+’s diverse audience, including community leaders, organizational decision-makers, and end-users.

Mapped user journeys to uncover friction points and guide design decisions.
System and Process Implementation

Established Gloo’s first design system, ensuring a cohesive and scalable framework for product development.

Designed and implemented workflows to streamline collaboration between design and engineering, ensuring clean and efficient handoffs.

Introduced processes for iterative design and testing, enabling quicker feedback loops and improved feature rollouts.

Collaborative Product Development
Partnered with the C-suite to ensure strategic alignment and advocate for user-centered design at the executive level.

Worked cross-functionally to deliver immediate UI improvements while laying the groundwork for long-term innovation.

Directed creative efforts to elevate the platform’s branding and visual identity, integrating it seamlessly into the new product design.

The Solution
The Gloo+ Full Product Experience Lift redefined the platform, delivering a more intuitive and impactful experience:

Enhanced Features: Introduced personalized tools for community engagement, streamlined communication, and resource management tailored to organizational needs.

Unified Design Language: Built a cohesive UI aligned with the newly created design system, ensuring consistency and scalability across the platform.

User-Centric Redesign: Delivered a product experience designed to meet the needs of diverse users while maintaining alignment with Gloo’s mission.

The Outcome

Improved User Engagement: Increased time-on-platform and adoption rates, driven by an experience tailored to user needs.

Streamlined Development: The new design system and workflows reduced production time for new features and updates.

Strategic Growth: Positioned Gloo+ as a market leader in faith-based communities, driving growth and expanding its impact in this space.

Reflection
This project demonstrated the transformative power of user-centered design, collaborative leadership, and strategic innovation. By implementing new systems and processes, aligning teams, and delivering a product that resonated with its audience, Gloo+ achieved a higher standard of excellence and impact, paving the way for continued success.