Pulse
An internal tool for turning player reviews into clear product insights.
Product overview
Pulse is an internal tool for support teams, built to help them work with player reviews from the App Store, Google Play, and other gaming platforms.
A review isn’t just a user message. It’s a signal of a problem in the product — and a chance to keep the player’s trust in time, through thoughtful communication.
Pulse brings these processes into one workspace: it helps surface problems, set priorities, and keep the quality of player interaction high.
Process
I worked across the full product cycle, following the Double Diamond model.
Design the right thing (Discover + Define) — studied users and their scenarios through interviews, shadowing, and usability testing, found the root cause beyond the formal request, and shaped solution hypotheses.
Design things right (Develop + Deliver) — designed UX flows from first concepts to final UI, worked through states and interactions, synced with development, and ran design QA after release.
Problem
As the volume of reviews grew, the existing process stopped matching the team’s real workload.
The main difficulties:
- Invisible workload. There was no clear picture — how many negative reviews had come in, how critical they were, and over what period.
- Workaround tools. To handle priority cases, agents had to use external consoles, which broke the integrity of the data.
- Fragmented history. A single player’s conversation was split across different agents.
- Manual analytics. Analyzing recurring problems and preparing reports required manual work.
The product needed to become a single hub for managing feedback — without workarounds or lost context.
4 screens
Strategy — coming soon
Personas — coming soon
UX artifacts — coming soon
Collaboration
- Product Coordinator. Together we defined user problems, priorities, and constraints. I clarified the task context and validated solutions before implementation began.
- Design Lead. We aligned solutions with the overall product concept, the design system, and visual principles.
- Developers. I supported implementation — explaining scenarios and interactions, discussing technical constraints, and adapting solutions where needed.
- QA. We checked that interfaces matched the scenarios, found UX/UI inconsistencies, and improved the quality of the final product.
- Support team. The main source of user insights. Through interviews and testing, I surfaced problems, tested hypotheses, and validated solutions.
Results
The updated scenarios made support work faster, more transparent, and more scalable.
Key results:
- Workload visibility. Priority negatives are handled in real time right inside Pulse, with no workaround tools.
- Single thread. A player’s conversation is unified into one thread, simplifying handoff between agents.
- AI & auto-categories. AI replies and automatic categorization sped up handling and kept a consistent tone.
- Automated reports & tags. Automated reports and a tagging system replaced manual data collection and surfaced recurring problems.
- Sustainability. Handling large volumes of reviews became faster, more accurate, and less overwhelming for the team.
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