Product Design · Design Lead
Turning a technical bottleneck into a guided setup.
A guided, self-serve flow that simplifies complex technical connections for brands and internal teams.
Role
Design Lead
Worked with
Commercial, Product, Engineering
Covers
Seven integrations, one pattern
Outcome
A repeatable, self-serve setup flow
Setting the Scene
As part of the new Campaign Manager redesign, I led the redefinition of SoPost’s integration setup, an essential part of campaign configuration that had never been consistent.
Integrations let SoPost sync data with fulfilment partners, CRMs and ad platforms such as Meta, Klaviyo and Bazaarvoice. The legacy setup was confusing, error-prone and heavily dependent on Engineering support.
The goal was a guided, self-serve flow that felt as intuitive as the modern SaaS tools people already use, while still meeting the technical and security requirements of each system.
Visual coming soon
Integrations Hub: available connections and their status
Understanding the Problem
The previous integration flow was fragmented, inconsistent and opaque.
- · Terminology varied between integrations
- · Validation feedback was unclear or missing
- · People had no confidence about whether setup had succeeded or failed
- · Engineering had to step in regularly to complete configurations
Process
I mapped the whole flow end to end, to see where friction and validation errors occurred.
To design a consistent model, I reviewed the technical documentation for seven integrations, analysing each system’s data and permission requirements. That shaped one flow pattern that could scale across different connection types, from Meta to Bazaarvoice, with the same logic and visual hierarchy.
I worked closely with Commercial, Product and Engineering to balance simplicity for the person setting it up against technical accuracy.
Designing the New Flow
The redesign aimed to:
- · Introduce a familiar, guided setup experience
- · Standardise terminology, validation and feedback
- · Provide real-time checks for errors and permissions
- · Reduce setup time and dependence on Engineering
I explored reusable SaaS patterns that would feel familiar and trustworthy:
- · A central Integrations Hub showing available connections and their status
- · Step-by-step flows with contextual help and validation
- · Pre-warm states and permission prompts modelled on Intercom and Meta
- · Clear empty, loading and success states for reassurance
- · Multi-select and multi-account handling for complex scenarios
Each integration type was mapped to its own data and permission flow, and I tested prototypes to confirm people understood them and could recover from errors.
Visual coming soon
Guided setup: permission prompt, validation and success states
Outcome
The new flow:
- · Introduces a clear, repeatable structure across every integration
- · Lets teams configure integrations themselves, without Engineering
- · Reduces setup errors through guided validation
- · Improves clarity, speed and confidence during connection setup
It also gives SoPost a scalable foundation. New partners can be added without redesigning the underlying logic or interface.
Reflection
This work turned a technical bottleneck into a guided, scalable system that matches modern SaaS expectations. By defining reusable patterns, improving feedback loops and aligning language across integration types, it made complex configuration approachable for everyone while keeping the technical precision each system needs.
The model is now the blueprint for integrations in Campaign Manager, so SoPost can expand partner connectivity with the same clarity and reliability that underpin its reporting and fulfilment systems.