impact & outcome

To validate the new messaging experience, I partnered with our Senior Product Analyst to define success metrics: message engagement, time-to-response, and booking conversion rate. These tied user behavior to business outcomes and confirmed our core goal—helping photographers stay organized, confident, and deliver a more professional client experience.

BACKGROUND

Pixieset Studio Manager is an all-in-one platform that helps photographers manage their business—from inquiry to final delivery. It brings booking, contracts, invoices, payments, and messaging into one streamlined, client-friendly workspace.

process — discovery & strategy

Defining the communication workflow for photographers and clients

Creating the communication workflow was a core part of the discovery phase at Pixieset. It wasn’t just about designing for users, but also about aligning with business goals prioritized by executives and stakeholders. Choosing the right entry point—whether from the inbox or the project page—was a critical early decision that shaped the overall experience.

Process — Ideation & Exploration

Translating insights into workflow concepts

Designing the communication workflow started with understanding how photographers and clients interact—what context they need, and where friction exists. I translated those insights into strategic directions aligned with user needs and business goals. A key early decision was defining the right entry point—from inbox or project—which shaped the overall experience.

Explorations — Uploader & Inbox Attachments

Balancing technical constraints with polished, reliable UI

Designing the inbox attachment flow required balancing UX with technical constraints—supporting specific file types, maintaining visual consistency across products, and ensuring responsive, polished UI. We also designed for edge cases like unsupported formats and size limits, creating an uploader that felt both intuitive and reliable.