Brittany Nichols | Portfolio
Feature Design + Design Sprint
Report Feature for Sharing Business Value
UX Designer | July 2023 - April 2024
The Problem
MSPs (Managed Service Providers) had no reliable, professional way to show clients the value of their backup services. Existing reports were inconsistent, difficult to share, and lacked the clarity needed to build trust or justify ongoing service costs. This created friction during business reviews, weakened client relationships, and limited MSPs’ ability to demonstrate the impact of their work.
→
MSPs couldn’t clearly communicate ROI or service value
→
Existing reports were time-consuming to prepare and often ignored by clients
→
Inconsistent formatting made the product feel fragmented and dated
→
Lack of a client-ready summary weakened renewal and upsell conversations
Design Sprint
“Our partners need a way to show the value of their services to their clients.”
Our research revealed that MSPs lacked a consistent, client-ready way to communicate value. Reports were too technical and exposed misalignment between what MSPs delivered and what clients actually understood.
Clients need clarity, not complexity
Technical data was overwhelming, causing clients to miss the real value MSPs were providing.
Trust needs to be visible
Clients equate clarity and professionalism with competence; the existing reports failed to reinforce trust or justify ongoing service costs.
Support conversations
MSPs needed a summary they could confidently use in client meetings to guide discussions, not derail them.
What’s the ideal workflow?
We mapped the full reporting journey, navigation, report selection, creation, customization, and sharing. These insights informed a streamlined, more predictable experience and revealed where value was hidden.
Step 1
Navigate to Reports
“Reports” tab already exists in navigation and partners intuitively know to go here for reporting needs.
Step 2
Create Executive Summary
Will require new page, but a simplified form-style workflow will help partners navigate from start to finish. Partner should be able to filter to a specific client.
Step 3
Specify to Client Needs
Partner can choose how detailed of a report they want to share with a client. Options will vary from a high-level overview to more granular and per system.
Step 4
Customize + Add Comments
For additional context, partners should be able to add comments, suggest recommendations, and provide feedback on services.
Step 5
Preview + Save/Download
Before saving, partners will be able to review the report in full and make any changes.
Prototyping + Testing
Our high-fidelity mockups reflected the final visual direction. These prototypes were tested with internal stakeholders and MSPs to validate clarity, navigation, and real-world usability. Each round of feedback guided iterative improvements, ensuring the solution aligned with how MSPs actually work—not just how we assumed they did.
The Final Solution, Built to Deliver Results
The final executive summary provides a clean, client-ready overview of MSP backup services, using easy to interpret visuals and simplified metrics that make value instantly clear. Designed to fit naturally into existing workflows, it streamlines how MSPs generate and share reports.
By reducing friction and clarifying key insights, the MVP enabled MSPs to present complex data with confidence and improved their ability to communicate service value in client conversations.
On the ‘Reports’ page, the partner navigates to the Executive Summary tab. From here they select their client, choose a date range, and set the desired level of report detail. Upon previewing the report, they can add more context, optional comments, and input the client’s internet speed, which helps estimate recovery time more accurately.
Pages 1 and 2 of the report offer clean, visual summaries that make it easier for partners to highlight key backup activity and overall system health at a glance, perfect for client-facing conversations. Page 3+ add an optional detailed reporting, giving partners the flexibility to dive deeper into service metrics when needed. This structure empowers MSPs to tailor conversation, reinforce their value, and build client trust.
Outcomes + Impact
The result? Faster, more intuitive workflows within a single pane of glass.
We set out to give MSPs a clear, professional way to communicate the value of their backup services. Through focused discovery, iterative prototyping, and tight cross-functional alignment, we delivered an intuitive, client-ready summary that fits seamlessly into existing reporting workflows.
Since launch, it’s become our highest-engagement reporting asset—adopted by 25% of partners, generating 14,000+ clicks, and used at more than double the rate of other reports. The feature demonstrates the impact of user-centered design and a well-aligned product vision executed effectively.
25% Adoption Rate
Within weeks of launch, one in four partners integrated the Executive Summary feature into their workflow—demonstrating immediate product-market fit and demand.
14,000+ Clicks
High engagement validated both the design decisions and the user-centric approach we took during development.
2x Higher Usage
Compared to other reporting tools in our platform, this feature is used twice as often, proving its value as a go-to resource for MSPs during business reviews.
Feature Design + Design Sprint
Report Feature for Sharing Business Value
UX Designer | July 2023 - April 2024
The Problem
MSPs (Managed Service Providers) had no reliable, professional way to show clients the value of their backup services. Existing reports were inconsistent, difficult to share, and lacked the clarity needed to build trust or justify ongoing service costs. This created friction during business reviews, weakened client relationships, and limited MSPs’ ability to demonstrate the impact of their work.
→
MSPs couldn’t clearly communicate ROI or service value
→
Existing reports were time-consuming to prepare and often ignored by clients
→
Inconsistent formatting made the product feel fragmented and dated
→
Lack of a client-ready summary weakened renewal and upsell conversations
Design Sprint
“Our partners need a way to show the value of their services to their clients.”
Our research revealed that MSPs lacked a consistent, client-ready way to communicate value. Reports were too technical and exposed misalignment between what MSPs delivered and what clients actually understood.
Clients need clarity, not complexity
Technical data was overwhelming, causing clients to miss the real value MSPs were providing.
Trust needs to be visible
Clients equate clarity and professionalism with competence; the existing reports failed to reinforce trust or justify ongoing service costs.
Support conversations
MSPs needed a summary they could confidently use in client meetings to guide discussions, not derail them.
What’s the ideal workflow?
We mapped the full reporting journey, navigation, report selection, creation, customization, and sharing. These insights informed a streamlined, more predictable experience and revealed where value was hidden.
Step 1
Navigate to Reports
“Reports” tab already exists in navigation and partners intuitively know to go here for reporting needs.
Step 2
Create Executive Summary
Will require new page, but a simplified form-style workflow will help partners navigate from start to finish. Partner should be able to filter to a specific client.
Step 3
Specify to Client Needs
Partner can choose how detailed of a report they want to share with a client. Options will vary from a high-level overview to more granular and per system.
Step 4
Customize + Add Comments
For additional context, partners should be able to add comments, suggest recommendations, and provide feedback on services.
Step 5
Preview + Save/Download
Before saving, partners will be able to review the report in full and make any changes.
Prototyping + Testing
Our high-fidelity mockups reflected the final visual direction. These prototypes were tested with internal stakeholders and MSPs to validate clarity, navigation, and real-world usability. Each round of feedback guided iterative improvements, ensuring the solution aligned with how MSPs actually work—not just how we assumed they did.
The Final Solution, Built to Deliver
The final executive summary provides a clean, client-ready overview of MSP backup services, using easy to interpret visuals and simplified metrics that make value instantly clear. Designed to fit naturally into existing workflows, it streamlines how MSPs generate and share reports.
By reducing friction and clarifying key insights, the MVP enabled MSPs to present complex data with confidence and improved their ability to communicate service value in client conversations.
On the ‘Reports’ page, the partner navigates to the Executive Summary tab. From here they select their client, choose a date range, and set the desired level of report detail. Upon previewing the report, they can add more context, optional comments, and input the client’s internet speed, which helps estimate recovery time more accurately.
Pages 1 and 2 of the report offer clean, visual summaries that make it easier for partners to highlight key backup activity and overall system health at a glance, perfect for client-facing conversations. Page 3+ add an optional detailed reporting, giving partners the flexibility to dive deeper into service metrics when needed. This structure empowers MSPs to tailor conversation, reinforce their value, and build client trust.
Outcomes + Impact
The result? Faster, more intuitive workflows within a single pane of glass.
We set out to give MSPs a clear, professional way to communicate the value of their backup services. Through focused discovery, iterative prototyping, and tight cross-functional alignment, we delivered an intuitive, client-ready summary that fits seamlessly into existing reporting workflows.
Since launch, it’s become our highest-engagement reporting asset—adopted by 25% of partners, generating 14,000+ clicks, and used at more than double the rate of other reports. The feature demonstrates the impact of user-centered design and a well-aligned product vision executed effectively.
25% Adoption Rate
Within weeks of launch, one in four partners integrated the Executive Summary feature into their workflow—demonstrating immediate product-market fit and demand.
14,000+ Clicks
High engagement validated both the design decisions and the user-centric approach we took during development.
2x Higher Usage
Compared to other reporting tools in our platform, this feature is used twice as often, proving its value as a go-to resource for MSPs during business reviews.
Feature Design + Design Sprint
Report Feature for Sharing Business Value
UX Designer | July 2023 - April 2024
The Problem
MSPs (Managed Service Providers) had no reliable, professional way to show clients the value of their backup services. Existing reports were inconsistent, difficult to share, and lacked the clarity needed to build trust or justify ongoing service costs. This created friction during business reviews, weakened client relationships, and limited MSPs’ ability to demonstrate the impact of their work.
→
MSPs couldn’t clearly communicate ROI or service value
→
Existing reports were time-consuming to prepare and often ignored by clients
→
Inconsistent formatting made the product feel fragmented and dated
→
Lack of a client-ready summary weakened renewal and upsell conversations
Design Sprint
“Our partners need a way to show the value of their services to their clients.”
Our research revealed that MSPs lacked a consistent, client-ready way to communicate value. Reports were too technical and exposed misalignment between what MSPs delivered and what clients actually understood.
Clients need clarity, not complexity
Technical data was overwhelming, causing clients to miss the real value MSPs were providing.
Trust needs to be visible
Clients equate clarity and professionalism with competence; the existing reports failed to reinforce trust or justify ongoing service costs.
Support conversations
MSPs needed a summary they could confidently use in client meetings to guide discussions, not derail them.
What’s the ideal workflow?
We mapped the full reporting journey, navigation, report selection, creation, customization, and sharing. These insights informed a streamlined, more predictable experience and revealed where value was hidden.
Step 1
Navigate to Reports
“Reports” tab already exists in navigation and partners intuitively know to go here for reporting needs.
Step 2
Create Executive Summary
Will require new page, but a simplified form-style workflow will help partners navigate from start to finish. Partner should be able to filter to a specific client.
Step 3
Specify to Client Needs
Partner can choose how detailed of a report they want to share with a client. Options will vary from a high-level overview to more granular and per system.
Step 4
Customize + Add Comments
For additional context, partners should be able to add comments, suggest recommendations, and provide feedback on services.
Step 5
Preview + Save/Download
Before saving, partners will be able to review the report in full and make any changes.
Prototyping + Testing
Our high-fidelity mockups reflected the final visual direction. These prototypes were tested with internal stakeholders and MSPs to validate clarity, navigation, and real-world usability. Each round of feedback guided iterative improvements, ensuring the solution aligned with how MSPs actually work—not just how we assumed they did.
The Final Solution, Built to Deliver
The final executive summary provides a clean, client-ready overview of MSP backup services, using easy to interpret visuals and simplified metrics that make value instantly clear. Designed to fit naturally into existing workflows, it streamlines how MSPs generate and share reports.
By reducing friction and clarifying key insights, the MVP enabled MSPs to present complex data with confidence and improved their ability to communicate service value in client conversations.
On the ‘Reports’ page, the partner navigates to the Executive Summary tab. From here they select their client, choose a date range, and set the desired level of report detail. Upon previewing the report, they can add more context, optional comments, and input the client’s internet speed, which helps estimate recovery time more accurately.
Pages 1 and 2 of the report offer clean, visual summaries that make it easier for partners to highlight key backup activity and overall system health at a glance, perfect for client-facing conversations. Page 3+ add an optional detailed reporting, giving partners the flexibility to dive deeper into service metrics when needed. This structure empowers MSPs to tailor conversation, reinforce their value, and build client trust.
Outcomes + Impact
The result? Faster, more intuitive workflows within a single pane of glass.
We set out to give MSPs a clear, professional way to communicate the value of their backup services. Through focused discovery, iterative prototyping, and tight cross-functional alignment, we delivered an intuitive, client-ready summary that fits seamlessly into existing reporting workflows.
Since launch, it’s become our highest-engagement reporting asset—adopted by 25% of partners, generating 14,000+ clicks, and used at more than double the rate of other reports. The feature demonstrates the impact of user-centered design and a well-aligned product vision executed effectively.
25% Adoption Rate
Within weeks of launch, one in four partners integrated the Executive Summary feature into their workflow—demonstrating immediate product-market fit and demand.
14,000+ Clicks
High engagement validated both the design decisions and the user-centric approach we took during development.
2x Higher Usage
Compared to other reporting tools in our platform, this feature is used twice as often, proving its value as a go-to resource for MSPs during business reviews.
